Eltropy
Senior Implementation Manager (Telephony, UCaaS, CCaaS)
Eltropy, San Francisco, California, United States, 94102
Senior Implementation Manager
Eltropy is seeking a highly skilled and experienced Senior Implementation Manager to lead critical voice and telephony-focused SaaS implementations. This is a pivotal role for an individual who possesses deep subject matter expertise in Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) and is eager to shape and scale our professional services function. You will not only lead complex customer-facing projects but also serve as a key consultant, upleveling our team's capabilities and ensuring consistent, high-quality delivery. What You'll Do:
Lead Implementations: Spearhead and manage end-to-end UCaaS and CCaaS implementation projects for Eltropy's clients, ensuring successful deployment, integration, and adoption of our solutions. Subject Matter Expert (SME): Act as Eltropy's primary Subject Matter Expert in Voice Technology, Telephony, UCaaS, and CCaaS, providing authoritative guidance to both internal teams and external clients. Team Development & Mentorship: Consult with and actively uplevel other members of the Professional Services team through knowledge sharing, best practices, and direct mentorship, helping to build a stronger, more consistent delivery muscle. Customer-Centric Delivery: Maintain an unwavering focus on customer success and satisfaction, ensuring Eltropy's solutions meet client business objectives and deliver measurable value. Cross-Functional Collaboration: Work seamlessly across departments, partnering closely with Sales, Product, Engineering, and Support teams to ensure alignment on project goals, customer needs, and product roadmap. Project Management Excellence: Utilize strong organizational and project management skills to ensure clear scope, aligned expectations, and accountability across internal and external stakeholders, driving projects to successful completion in a positive and collaborative manner. Process Improvement & Scalability: Identify opportunities to enhance existing professional services processes, tools, and methodologies, driving consistency, efficiency, and scalability as Eltropy continues to grow. Top 3 Priorities for This Role in the First 6 Months:
Engage directly on Telephony implementations (Voice+, Office Phones) Review Project Templates and Evolve/Optimize Implementation Approach Create Enablement and Training plan for Implementation Managers for Telephony Critical Success Criteria in This Role:
Establish yourself as the subject matter expert on telephony implementations within Eltropy. Democratize the knowledge to other high-potential members of the team enabling scale. What You'll Bring:
Extensive Implementation Experience: Proven deep hands-on experience actively implementing, integrating, and managing complex Voice/Telephony, UCaaS, and CCaaS platforms for various clients or internal business units. Senior Leadership Acumen: Demonstrated experience leading customer-facing projects, managing project teams (direct or indirect reports), and possessing a strategic understanding of the full lifecycle of UCaaS/CCaaS deployments. Domain Expertise: In-depth subject matter expertise in Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solutions. Adaptability to Growth: Comfort and experience working within a fast-paced, evolving company environment ("decent process but a lot of work to be done to deliver consistency and build the muscle internally"). You are excited by the opportunity to contribute to process maturation. Exceptional Communication: Outstanding verbal and written communication skills, with a natural ability to educate, articulate complex concepts clearly, and influence stakeholders at all levels. Collaborative Spirit: A highly collaborative approach, with a proven ability to foster strong relationships and mentor others effectively. Results-Oriented Project Management: Highly organized, meticulous, and adept at originating alignment, setting clear expectations, and holding teams accountable while maintaining a positive and supportive demeanor. Process-Driven Mindset: A strong inclination towards identifying efficiencies, documenting best practices, and developing scalable approaches to professional services delivery. Location: Ability to work from our Bay Area office 4 days a week. Relocation assistance may be provided for exceptional candidates. Education & Experience:
Education: Bachelor's degree in Computer Science, Engineering, Business, or a related technical discipline. Master's degree or relevant industry certifications (e.g., PMP, ITIL, specific UCaaS/CCaaS vendor certifications) is a strong plus. Work Experience:
Minimum of 5 years of overall experience in Professional Services, Technical Consulting, or Implementation roles within the SaaS industry. At least 3-5 years of experience in a leadership or management capacity, with demonstrated success in leading complex projects and/or managing teams. Direct experience working with customer implementation projects for UCaaS/CCaaS technology
About Eltropy:
Eltropy is revolutionizing how financial institutions engage with their members and customers. Our industry leading AI and communications platform powers seamless, secure interactions via text, video, voice, and chat
helping credit unions and community banks provide top-tier service. We're growing fast and looking for future leaders to grow with us. Why Join Eltropy?
Join a High-Growth, Mission-Driven Fintech: Be part of a rapidly expanding company that's redefining how community financial institutions connect with and serve their members. Grow with Mentorship and Collaboration: Learn from experienced, supportive colleagues who are passionate about your development and success. Build In-Demand Skills: Gain hands-on experience in enterprise SaaS, customer success, and implementationkey areas for a future-proof career. Make a Meaningful Impact: Help empower credit unions and community banks with modern technology that improves financial lives across communities.
Eltropy is seeking a highly skilled and experienced Senior Implementation Manager to lead critical voice and telephony-focused SaaS implementations. This is a pivotal role for an individual who possesses deep subject matter expertise in Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) and is eager to shape and scale our professional services function. You will not only lead complex customer-facing projects but also serve as a key consultant, upleveling our team's capabilities and ensuring consistent, high-quality delivery. What You'll Do:
Lead Implementations: Spearhead and manage end-to-end UCaaS and CCaaS implementation projects for Eltropy's clients, ensuring successful deployment, integration, and adoption of our solutions. Subject Matter Expert (SME): Act as Eltropy's primary Subject Matter Expert in Voice Technology, Telephony, UCaaS, and CCaaS, providing authoritative guidance to both internal teams and external clients. Team Development & Mentorship: Consult with and actively uplevel other members of the Professional Services team through knowledge sharing, best practices, and direct mentorship, helping to build a stronger, more consistent delivery muscle. Customer-Centric Delivery: Maintain an unwavering focus on customer success and satisfaction, ensuring Eltropy's solutions meet client business objectives and deliver measurable value. Cross-Functional Collaboration: Work seamlessly across departments, partnering closely with Sales, Product, Engineering, and Support teams to ensure alignment on project goals, customer needs, and product roadmap. Project Management Excellence: Utilize strong organizational and project management skills to ensure clear scope, aligned expectations, and accountability across internal and external stakeholders, driving projects to successful completion in a positive and collaborative manner. Process Improvement & Scalability: Identify opportunities to enhance existing professional services processes, tools, and methodologies, driving consistency, efficiency, and scalability as Eltropy continues to grow. Top 3 Priorities for This Role in the First 6 Months:
Engage directly on Telephony implementations (Voice+, Office Phones) Review Project Templates and Evolve/Optimize Implementation Approach Create Enablement and Training plan for Implementation Managers for Telephony Critical Success Criteria in This Role:
Establish yourself as the subject matter expert on telephony implementations within Eltropy. Democratize the knowledge to other high-potential members of the team enabling scale. What You'll Bring:
Extensive Implementation Experience: Proven deep hands-on experience actively implementing, integrating, and managing complex Voice/Telephony, UCaaS, and CCaaS platforms for various clients or internal business units. Senior Leadership Acumen: Demonstrated experience leading customer-facing projects, managing project teams (direct or indirect reports), and possessing a strategic understanding of the full lifecycle of UCaaS/CCaaS deployments. Domain Expertise: In-depth subject matter expertise in Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solutions. Adaptability to Growth: Comfort and experience working within a fast-paced, evolving company environment ("decent process but a lot of work to be done to deliver consistency and build the muscle internally"). You are excited by the opportunity to contribute to process maturation. Exceptional Communication: Outstanding verbal and written communication skills, with a natural ability to educate, articulate complex concepts clearly, and influence stakeholders at all levels. Collaborative Spirit: A highly collaborative approach, with a proven ability to foster strong relationships and mentor others effectively. Results-Oriented Project Management: Highly organized, meticulous, and adept at originating alignment, setting clear expectations, and holding teams accountable while maintaining a positive and supportive demeanor. Process-Driven Mindset: A strong inclination towards identifying efficiencies, documenting best practices, and developing scalable approaches to professional services delivery. Location: Ability to work from our Bay Area office 4 days a week. Relocation assistance may be provided for exceptional candidates. Education & Experience:
Education: Bachelor's degree in Computer Science, Engineering, Business, or a related technical discipline. Master's degree or relevant industry certifications (e.g., PMP, ITIL, specific UCaaS/CCaaS vendor certifications) is a strong plus. Work Experience:
Minimum of 5 years of overall experience in Professional Services, Technical Consulting, or Implementation roles within the SaaS industry. At least 3-5 years of experience in a leadership or management capacity, with demonstrated success in leading complex projects and/or managing teams. Direct experience working with customer implementation projects for UCaaS/CCaaS technology
About Eltropy:
Eltropy is revolutionizing how financial institutions engage with their members and customers. Our industry leading AI and communications platform powers seamless, secure interactions via text, video, voice, and chat
helping credit unions and community banks provide top-tier service. We're growing fast and looking for future leaders to grow with us. Why Join Eltropy?
Join a High-Growth, Mission-Driven Fintech: Be part of a rapidly expanding company that's redefining how community financial institutions connect with and serve their members. Grow with Mentorship and Collaboration: Learn from experienced, supportive colleagues who are passionate about your development and success. Build In-Demand Skills: Gain hands-on experience in enterprise SaaS, customer success, and implementationkey areas for a future-proof career. Make a Meaningful Impact: Help empower credit unions and community banks with modern technology that improves financial lives across communities.