Implementation Manager- (US) Central

• LOCATION: US (Central)

OVERVIEW:

Onboarding new Eltropy customers quickly and smoothly is key to ensuring a world-class customer experience and minimizing time-to-value. Similarly, integrating with core banking, marketing automation, collections, and loan origination systems provides critical strategic advantages to Eltropy and immense value to our financial-institution customers. The Implementation Manager utilizes strong project management, relationship-building, and technical problem solving skills to:

• onboard new customers and users, and to
• explain, implement and verify our most complex integrations

We are looking for a highly skilled and customer-focused SaaS Implementation Manager to join our team. The successful candidate will be responsible for managing customer onboarding and the integration of our SaaS solution with third-party applications for our customers while providing the best possible customer experience. The SaaS Implementation Manager will work closely with our customers, project teams, and internal stakeholders to ensure successful integration and customer satisfaction.

RESPONSIBILITIES:

• Customer onboarding and integration project management
• Kick off, configure and supervise implementations of Eltropy at financial institutions to ensure fastest-possible time to value
• Manage the implementation of third-party integrations with our SaaS solution for clients.
• Work with customers to identify third-party applications that need to be integrated with our software.
• Ensure all integration projects are delivered on time, and manage customer expectations.
• Provide project progress communication to customers and project teams.
• Identify and manage project risks and issues.
• Continuously improve the integration process based on feedback from clients and internal stakeholders.
• Ensure a high level of customer satisfaction throughout the integration process.
• Customer training
• Guide customers to use eWebinars for platform training on all relevant features and automations
• Ensure all documentation is complete and up-to-date.
• Help improve existing eWebinars and create new eWebinars for customer education and onboarding.
• Voice of the customer
• Drive integration customers’ product, technology and service needs internally within Eltropy. During implementation, advocate internally on behalf of the customer to ensure that the user experience of customers’ employees is simple, effective, intuitive, user-friendly and flawless.
• Release testing
• Test all staging and production releases
• Accept or reject each tested ticket

QUALIFICATIONS:

• Minimum of 5 years of experience in Project Management, with 2 years in SaaS implementation with a focus on third-party integrations and customer experience.
• Proven track record of successfully managing 10 -12 simultaneous projects.
• Customer-focused mindset with a passion for providing excellent customer experiences.
• Experience in SaaS, Communications Platforms and/or Financial services would be beneficial experience
• Proven track record of successfully managing integration projects with third-party applications.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a team environment and communicate with cross-functional teams
• Experience with Agile project management methodologies.
• Experience with integrating with CRM, ERP, or marketing automation systems is a plus.
• Ability to think creatively and proactively to solve problems.