What are the responsibilities and job description for the Customer Success Manager position at Eltropy?
We are searching for a seasoned Customer Success Manager (Tier-1) in Texas, U.S. who is passionate about helping credit unions and community banks create a best-in-class experience for their members through our industry leading AI communications platform. The ideal candidate embodies the personal strengths required for this role including teamwork, empathy, technical curiosity, a quality mindset, and relationship-building throughout a customer’s organization.
Role & Responsibilities:
- Customer Value
- Ensure that decision-making C-level executives at Eltropy’s customers realize their desired outcomes and obtain the maximize value from our solution.
- Reference-able customers
- Cultivate customers who will serve as positive references of Eltropy to prospects
- Advocate and drive customers’ product, technology, and service needs internally within Eltropy.
- Retain Customers and Drive Organic Growth
- Ensure our customers are obtaining their desired outcomes and measurable results. Identify opportunities to amplify the benefits of eltropy’s platform.
- 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 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
- Customer-Centric Mindset: A passion for helping customers succeed and the ability to understand their needs and challenges.
- Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing issues.
- Technical Aptitude: Comfortable working with technology and able to quickly learn new software and tools. You are data driven and unafraid to tackle big problems
- Team Collaboration: Ability to work collaboratively across teams, including sales, product, and support. You’re fundamentally a team player, always willing to roll up your sleeves, jump in and help
- Adaptability: Thrive in a fast-paced, start-up environment where priorities can change rapidly.
- You live in Texas and are willing to travel monthly (or as needed) to conduct in-person meetings with customers, and with the rest of the Eltropy team.
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.
