Senior Implementation Manager (Telephony, UCaaS, CCaaS) - Eltropy : Job Details

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 implementation-key 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.

Resources:

• www.eltropy.com/modern-contact-center/

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