[Hiring] Senior Onboarding Manager @Eltropy Inc.

Role Description

As a Sr. Onboarding Manager at Eltropy, you will be part of a high-impact team guiding financial institutions through the onboarding and adoption of our AI-powered communication platform. We are looking for a Sr. Onboarding Manager with 4+ years of experience delivering SaaS or technical solutions, strong consultative and discovery skills, a track record of building trusted relationships with customer stakeholders, and the ability to independently own complex, multi-product deployments with minimal oversight.

In this role, you will lead customer onboarding projects end-to-end from post-sale discovery and design through configuration, deployment, and go-live, implementing integrations with core banking, lending, and other financial services systems. You'll act as a strategic advisor to your customers, translating business goals into technical implementation plans, while mentoring less experienced team members and building a strong foundation for enterprise software delivery leadership.

What You'll Do:

• Consultative Discovery & Solution Design
  • Lead post-sale discovery sessions with customer stakeholders to understand business goals, current workflows, and success criteria.
  • Translate discovery findings into a tailored implementation and solution design, aligning configuration decisions to the customer's operational reality.
  • Facilitate alignment conversations across customer teams (operations, IT, compliance) to drive consensus on scope and timeline.
  • Identify risks or gaps in requirements early and design around them before implementation begins.
• Implementation & Deployment
  • Own onboarding of new customers onto the Eltropy platform, including our AI-powered Voice and Digital Agents.
  • Lead configuration and testing of SaaS instances and communication flows across voice, video, text messaging, and chat channels.
  • Drive complex, multi-system deployments, coordinating tasks, schedules, and stakeholders to ensure timely go-lives with quality.
  • Troubleshoot implementation issues independently, partnering with technical teams as needed on escalations.
  • Apply deployment experience across core banking, lending, collections, telephony, and other financial services systems to anticipate integration challenges.
• Relationship Management
  • Build trusted, long-term relationships with customer stakeholders.
  • Serve as a strategic point of contact, balancing customer advocacy with Eltropy's delivery standards during the onboarding phase of the customers journey.
  • Manage expectations proactively through clear, consistent communication on progress, risk, and timeline.
• Platform & Domain Expertise
  • Maintain deep expertise on Eltropy's platform capabilities including Voice, Video, Text, Secure Chat, Co-browsing, AI Assistants, AI Agents, and Conversation Intelligence.
  • Apply strong working knowledge of financial services processes for lending, new accounts, collections, and consumer engagement to inform solution design.
• Customer Training & Enablement
  • Lead delivery of customer training using AI-generated video, virtual sessions, documentation, and tutorials.
  • Build and customize training resources tailored to the needs of credit unions and community banks.
  • Use tools like WalkMe to guide users through in-app experiences.
• Be the Voice of the Customer
  • Advocate for customer needs internally throughout implementation and beyond.
  • Identify and communicate product or process improvement opportunities based on real-world deployment patterns.
• Testing & Quality Assurance
  • Lead testing of new releases prior to go-live.
  • Report bugs, provide feedback, and support release acceptance processes.

Qualifications

• 5+ years of experience implementing or delivering enterprise SaaS solutions, with direct deployment experience.
• Demonstrated experience running consultative discovery and solution design conversations with customer stakeholders.
• Strong track record of building and sustaining customer relationships through complex, multi-stakeholder projects.
• High degree of technical aptitude, with comfort owning ambiguous or evolving requirements.
• Proven ability to manage customer timelines, dependencies, and competing priorities with minimal oversight.
• Passion for software technology and project management.
• Strong customer empathy and communication skills, including with senior stakeholders.
• Problem-solving mindset with strong attention to detail.
• Bias for action — comfortable rolling up your sleeves on configuration, testing, and training while also operating strategically.
• Eagerness to deepen expertise in SaaS, AI, and the financial technology landscape.
• Strong interest in community banking, credit unions, and fintech.

Bonus (Not Required):

• Native Spanish fluency.
• Familiarity with concepts like APIs, DNS, VPN, and sFTP.

Benefits

• Be part of a fast-growing, mission-driven fintech company.
• Receive mentorship from experienced technical project managers.
• Develop valuable skills in enterprise SaaS, customer success, and implementation.
• Work with leading community financial institutions to bring modern solutions to real people.