REPORTING MANAGER: VP of Support, Implementation and Professional Services

OVERVIEW: Automating financial conversations with consumers using conversational and generative AI provides critical strategic advantages to Eltropy and immense value to our financial-institution customers. As Eltropy’s leading AI implementation expert, the Head of AI Implementation will utilize extensive personal experience to:

-Implement state-of-the-art processes, certifications and tools for designing, building and releasing AI Voice and AI Chat Agents for community financial institutions.

-Lead teams comprising both customer- and internal members in the design, test and deployment of AI Agents (voice and chat)

-Train and certify a growing Eltropy team of AI conversation designers and implementation managers.

This position involves leading Eltropy’s AI implementations to the next level by working closely with customers and Eltropy’s internal AI experts using your own well-developed AI implementation methodology and understanding of financial services systems and business processes. Successful candidates will point to numerous effective AI Voice and AI Chat agents that they have personally deployed for consumer use.

RESPONSIBILITIES:

AI implementation:

-Plan, coordinate, and execute multiple concurrent customer implementations of Eltropy’s voice and chat AI Agents, generative AI solutions, and integrations with core financial systems and online banking systems for authenticated intents and actions

-Generate and drive project plans, meeting agendas, customer tasks and internal tasks and processes

-Troubleshoot implementation issues in concert with technical experts

Generate quantified containment and CSAT results for each live AI Agent

Process and systems leadership:

-Overhaul and maintain base intent libraries for voice and chat AI 

-Accelerate implementations by developing and using Eltropy onboarding automation system templates, documentation, in-app tutorials and recorded online trainings

-As Eltropy’s AI implementation expert, train other conversation designers and implementation managers 

Use-case and industry knowledge:

-Learn all use cases applicable to each assigned customer

-Learn all released Eltropy communication, AI and integration products to a level at which you can demo them and train customers to implement and use them

-Learn fundamentals of Community Financial Services - lending, savings, member/consumer growth, compliance, security, technology vendors, share of wallet, etc.

-Educate customers and Eltropy employees on use cases

Referenceable customers:

Ensure that customers will serve as positive references of Eltropy after go-live

Customer training:

-Record e-webinars to train customers how to implement all of Eltropy’s AI products

-Customize training content and deliver it for specific customers when needed

-Serve as an industry expert on AI voice and AI chat implementation

Voice of the customer:

Drive onboarding 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 (Users) and consumers (Contacts) is simple, effective, intuitive, user-friendly and flawless

Security responsibilities:

-Adhere strictly to Eltropy’s policies and procedures related to security, confidentiality, availability and privacy

-Attend all trainings and awareness sessions related to security

-Report security events and incidents promptly through available channels of Eltropy

-Adhere to approval and authorization processes while handling, accessing, sharing, storing or processing Eltropy’s confidential information or data or personal data or customer information

-Responsibly and accountably handle sensitive information, protect access credentials, and manage data and information

QUALIFICATIONS:

-Dozens of publicly accessible AI Voice and AI Chat agents / bots

-Demonstrated leadership as an AI implementation expert within a company and within an industry

-Financial services SaaS and IT experience

-Excellent linguistics skills with ability to design for all US regional accents

-Ability to design, test and deploy effective Spanish-language AI Voice and AI Chat agents with assistance from a native Spanish speaker

About Eltropy

Eltropy’s Digital Conversations Platform provides financial institutions one platform to delight customers and members, and improve agent productivity – powered by AI.