Implementation Manager US (Central and Eastern)

LOCATION: USA – Central and Eastern Time Zones

About Eltropy

Together Eltropy have become the most comprehensive Digital Communications Platform focused exclusively on the Financial Services market. Eltropy empowers over 600 Credit Unions and Community Banks with the tools they need to meet their members and customers where they are, whether in-branch or online. We are the fastest growing fintech company in the world today offering Credit Unions and Community Banks a single platform for automated, AI-driven text messaging, video banking, contact center technology, secure chat, as well as chatbots, co-browsing, live observe, screen sharing capabilities, eVerify, eNotary, eSign, and video check deposit. This powerful digital communications platform enables Credit Unions and Community Banks with end-to-end virtual branch capabilities, helping them build connections and deliver on the personalized service members and customers expect. Credit Unions and Community Banks use Eltropy to seamlessly connect their members and customers with staff wherever they are, for any service—from opening an account, to originating loans, or getting instant service.

We are seeking candidates to lead new customer implementation and onboarding processes. This role is critical to our success and helping us drive triple digit growth.

Job Description

Client Implementation and Onboarding

• Proactively communicate with new customers and ensure they successfully implement the company’s solutions.
• Prepare for and lead customer kick-off calls attended by customer representatives and manage the implementation process
• Manage weekly project status calls and follow-up on action items to maintain project velocity, track progress, and ensure critical deliverables are on time
• Conduct user trainings (on-site and via teleconference) and answer questions about how product works
• Install and configure customer SaaS-based systems and ensure systems are working properly
• Identify issues and risks; drive internal resources and customer teams to resolve issues and achieve go-live dates
  
• Ensure a successful coordination with account executives, customer success managers and technical support teams during implementation and through the Go-live process

Custom Integration Projects – Statements of Work

• Capture customer’s detailed technical requirements for new feature enhancements and convert into detailed user stories for software development teams
• Discuss customer’s integration needs and assess integration options
• Define integration requirements, gather API documentation, and prepare the software development teams to successfully complete integrations with customer’s IT system
• Act as the on-going point of contact with customer for any testing or development work, holding regular status calls and maintaining proactive communication

Processes & Best Practices

• Research, recommend, and implement tools that enable the organization to scale
• Gather feedback from clients on the software performance and on-boarding processes
• Continuously look for ways to improve the customer experience
• Identify and document best practices and share with team members and customers

Required Background/Skills

• Bachelor of Science 4-year degree or related degree
• Minimum 5 years’ experience in customer facing roles in software project management
• Strong communicator with ability to effectively interact with all customer levels and internal technical and product teams
• Working knowledge of technical requirements with customers and developers; can facilitate discovery sessions and research answers
• Quick learner in fast-paced, technical environment
• Project management experience with ability to work independently and in high performing team environment
• Demonstrated initiative and ability to make things happen for the customer
• Detail oriented with strong organizational, prioritization, and decision-making skills
• Strong analytical skills and ability to identify gaps and questions that help the customer clarify their needs
• Familiar with modern IT environments such as: standard networking, cloud computing, APIs and integration methods, iOS and Android apps, browser extensions, webviews

Travel expected: from 10% to 20%