About the Role: As a Customer Success Manager, you will help Community Financial Institutions 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. What you offer: You have deep (preferably 5+ 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. A background in Community Financial Institutions is a plus. 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 the Central Time Zone and are willing to travel as needed to conduct in-person meetings with customers, and with the rest of the Eltropy team. Benefits & Perks: Medical, Dental & Vision benefits. Available 401k plan with company match (subject to eligibility requirements). Unlimited PTO. About Eltropy: 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. 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.
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