JOB TITLE: Implementation Manager

JOB TYPE: Full-time regular

LOCATION: Milpitas, CA 

REPORTING MANAGER: VP of Support, Implementation and Professional Services

OVERVIEW:

Onboarding new Eltropy customers quickly and smoothly is key to ensuring a world-class SaaS customer experience and minimizing time-to-value. Similarly, automating financial conversations with consumers using AI and integrating with core banking, online 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, technical problem solving, negotiation and customer experience skills to:

1. Onboard new customers and users
2. Design, test and bring live AI Agents (voice and chat)
3. Explain, implement, test and bring live our most complex integrations 

Successful Implementation Managers work closely with customers and Eltropy’s Product Operations team using a well-developed methodology and understanding of financial services systems and business processes. 

RESPONSIBILITIES:

Customer implementation project management

- Plan, coordinate, and execute multiple concurrent customer implementations of Eltropy’s platform, AI Agents and integrations with other financial systems.
-Accelerate implementations by developing and using Eltropy onboarding automation system templates, documentation, in-app tutorials and recorded online trainings.
-Generate and drive project plans, meeting agendas, and custom documentation
-Create and configure SaaS instances
-Troubleshoot implementation issues in concert with technical experts
-Measure number, duration and CSAT of completed live implementations using 
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

-Measure and track CSAT collected by Eltropy systems

Customer training

-Record e-webinars to train customers how to implement all channels, features and automations

-Use Walk Me in-app tutorials to train all new users how to use the Eltropy application

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

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

Integration demos

-Demo integrations and features to customers

Release testing

-Test all staging- and production releases

-Accept or reject each tested release candidate

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

1. We are looking for enthusiastic fresh graduates for this role. 
2. Examples of successful enterprise SaaS configuration, user training and project delivery
3. Fundamental knowledge of SaaS applications, basics of DNS administration and IT networking (VPN, SFTP)
4. Financial services SaaS and IT experience
5. Excellent written and verbal communication skills
   About Eltropy: Eltropy’s Digital Conversations Platform provides financial institutions one platform to delight customers and members, and improve agent productivity – powered by AI.
   Benefits & Perks:

Medical, Dental & Vision benefits

Available 401k plan with company match(subject to eligibility requirements)

Robust PTO offerings including: major holidays, unlimited vacation, sick, personal, & volunteer time