Senior Onboarding Manager

Eltropy is seeking a highly skilled and experienced Senior Onboarding Manager who will manage customer onboarding projects end to end, configure SaaS and AI solutions, and implement integrations with core banking, lending, and other financial services systems.

This is a critical role for someone with strong technical domain expertise, responsible for shaping implementation standards, delivery frameworks, and scalable professional services operations. This will not only lead complex customer facing projects, also serve as a key consultant, upleveling our team's capabilities and ensuring consistent, high-quality delivery.

What You'll Do

• Lead Implementations: Spearhead and manage end-to-end UCaaS and CCaaS implementation projects for Eltropy’s clients, ensuring successful deployment, integration, and adoption of our solutions.
• Team Development & Mentorship: Consult with and actively uplevel other members of the Professional Services team through knowledge sharing, best practices, and direct mentorship, helping to build a stronger, more consistent delivery muscle.
• 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 UCaaS, and CCaaS platforms for various clients or internal business units.
• Senior Leadership Acumen: Demonstrated experience leading customer-facing projects, managing project teams (direct or indirect reports), and possessing a strategic understanding of the full lifecycle of UCaaS/CCaaS deployments.
• Domain Expertise: In-depth subject matter expertise in Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solutions. 
• 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 demeanor.
• 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 5 years of overall experience in Professional Services, Technical Consulting, or Implementation roles within the SaaS industry.
  • At least 3-5 years of experience in a leadership or management capacity, with demonstrated success in leading complex projects and/or managing teams.
  • Direct experience working with customer implementation projects for UCaaS/CCaaS technology 

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.