Senior Onboarding Manager

Eltropy Inc. • Raleigh, NC

2d • $135,000 - $155,000 • Remote

About The Position

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.

Requirements

• 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

Nice To Haves

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

Responsibilities

• 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
• 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
• 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
• 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
• 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
• Advocate for customer needs internally throughout implementation and beyond
• Identify and communicate product or process improvement opportunities based on real-world deployment patterns
• Lead testing of new releases prior to go-live
• Report bugs, provide feedback, and support release acceptance processes

Benefits

• Base and Bonus compensation
• Mentorship from experienced technical project managers
• Develop valuable skills in enterprise SaaS, customer success, and implementation

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed