About the Role

As a Customer Success Manager, you will help credit unions, community banks and mortgage lenders improve the experience they provide and realize an outstanding return on their Eltropy investment. Personal strengths required for this role include teamwork, empathy, technical curiosity, a quality mindset, and relationship-building throughout a customer’s organization.

RESPONSIBILITIES:

Customer ROI

Ensure that decision-making C-level executives at Eltropy’s customers realize their required return on investment with Eltropy

Referenceable customers

Cultivate customers who will serve as positive references of Eltropy to prospects

Drive customers’ product-, technology- and service needs internally within Eltropy.

Expansion, retention and upsell

Keep customers, increase their spend with Eltropy by expanding usage throughout their organization, and prevent contraction

Adoption and engagement

Review the client’s current usage, performance, and satisfaction levels. Discuss the client’s business objectives and align them with Eltropy’s offerings and solutions.

Build and maintain executive relationships

Conduct regular meetings with all decision-making C-level executives at each customer. Build rapport and strengthen the client relationship by understanding their evolving needs and offering personalized solutions

About You:

You have deep (preferably 7+ years) of customer facing experience (account management, customer success, consulting), ideally in SaaS and fintech. You’re deeply curious, willing to explore and learn all aspects of our customers’ businesses, and Eltropy’s and our partners’ products
You bring a high EQ and a cool, calm confidence to help customers identify and overcome business challenges
You’re fundamentally a team player, always willing to roll up your sleeves, jump in and help
You’re proactive, always anticipating what the customer and their members or clients need
You tolerate zero defects, caring that everything you implement and communicate is flawless
You live in and around the Northeast United States and willing to travel monthly (or as needed) to conduct in-person meetings with customers, and with the rest of the Eltropy team (in compliance with health protocols)

Benefits & Perks

Medical, Dental & Vision benefits
Available 401k plan with company match(subject to eligibility requirements)
Robust PTO offerings including: major holidays, unlimited vacation, sick, personal, & volunteer time

About Eltropy (www.eltropy.com) -

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
Nothing is impossible.
Results driven by Loyalty
We are a Family 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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