Senior Onboarding Manager

• Location: Remote, USA
• Compensation: $135,000 - $155,000 (Base and Bonus)

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

What You Bring:

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

Why Join Eltropy?

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

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.