Onboarding Manager

 

100% Remote (India) | Onboarding Manager | Fintech SaaS Firm

About the role: 
Eltropy has an incredibly proven and impactful solution for our Financial Services (Community Financial Institution) customers.  We are the leader in the space with the best customers and retention, CSAT, and growth metrics that are best-in-case for B2B SaaS companies.  Yet, what is most important to us is delivering the best outcomes and experience for our customers.  As we continue to grow, we are seeking an exceptional Onboarding Manager (with 3-5 years directly relevant experience) to join our Professional Services team.  You will project manage and lead SaaS customer-facing project implementations and onboardings and also serve as an advisor to customers on how to best use Eltropy’s solution.  

What You'll Do:

• Lead Implementations: Manage end-to-end product implementation projects for Eltropy’s customers, ensuring successful deployment, integration, and adoption of our solutions.  
• Customer-Centric Delivery: Maintain an unwavering focus on customer success and satisfaction, ensuring Eltropy’s solutions meet client business objectives and deliver measurable value.
• Cross-Functional Collaboration: Work seamlessly across departments, partnering closely with Sales, Product, Engineering, and Support teams to ensure alignment on project goals, customer needs, and product roadmap.
• Project Management Excellence: Utilize strong organizational and project management skills to ensure clear scope, aligned expectations, and accountability across internal and external stakeholders, driving projects to successful completion in a positive and collaborative manner.
• Process Improvement & Scalability: Identify opportunities to enhance existing professional services processes, tools, and methodologies, driving consistency, efficiency, and scalability as Eltropy continues to grow.

What You'll Bring:

• Extensive Implementation Experience: Proven deep hands-on experience actively implementing, integrating, and managing complex SaaS products - AI Product experience a big plus. 
• B2B SaaS Enterprise Experience:  You’ve worked at SaaS start-up and scale-ups for B2B customers (ideally within Fintech).  You understand how professional services teams operate internally and externally.
• Adaptability to Growth: Comfort and experience working within a fast-paced, evolving company environment ("decent process but a lot of work to be done to deliver consistency and build the muscle internally"). You are excited by the opportunity to contribute to process maturation.
• Exceptional Communication: Outstanding verbal and written communication skills, with a natural ability to educate, articulate complex concepts clearly, and influence stakeholders at all levels.
• Collaborative Spirit: A highly collaborative approach, with a proven ability to foster strong relationships and mentor others effectively.
• Results-Oriented Project Management: Highly organized, meticulous, and adept at originating alignment, setting clear expectations, and holding teams accountable while maintaining a positive and supportive demeanour.
• Process-Driven Mindset: A strong inclination towards identifying efficiencies, documenting best practices, and developing scalable approaches to professional services delivery.

 

Education & Experience:

• Education: Bachelor's degree in Computer Science, Engineering, Business, or a related technical discipline. Master's degree or relevant industry certifications (e.g., PMP, ITIL, specific UCaaS/CCaaS vendor certifications) is a strong plus.
  
  
• Work Experience:
• Minimum of 3 years of overall experience in Professional Services, Technical Consulting, or Implementation roles within the SaaS industry.
• Direct experience working with customer implementation projects for UCaaS/CCaaS technology 
• Familiarity with concepts like APIs, DNS, VPN, and sFTP
• Active user of LLM/ML, prompting, Call flow design, consumer conversation design experience

About Eltropy (www.eltropy.com)

Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement and productivity. CFIs (Community Banks and Credit Unions) use Eltropy to communicate with consumers via Text, Video, Secure Chat, co-browsing, screen sharing and chatbot technology - all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.

 

Eltropy Values

• Customers are our North Star
• No Fear - Tell the truth
• Team of Owners

 

Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.