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.