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    Implementation Manager with AI - Santa Clara, United States - Eltropy

    Eltropy
    Eltropy Santa Clara, United States

    1 week ago

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    Description

    Job Description

    Job DescriptionSalary:

    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. Our Implementation Managers utilize strong project management, technical problem solving, negotiation and customer experience skills to:

    • Onboard new customers and users
    • Design, test and bring live AI Agents (voice and chat)
    • 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.

    Role and 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

    About you:

    • We are looking for enthusiastic entry level candidates for this role.
    • Examples of successful enterprise SaaS configuration, user training and project delivery
    • Fundamental knowledge of SaaS applications, basics of DNS administration and IT networking (VPN, SFTP)
    • Financial services SaaS and IT experience
    • Excellent written and verbal communication skills

    About Eltropy )

    Eltropy is a rocket ship FinTech 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.

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