Qureos Mentor

Eltropy

<div>Job Title: IT Support Specialist 
Location: Santa Clara, CA (Onsite, Monday &ndash; Friday) 
Compensation: $76,500-$85,000

About the Role

We are seeking a detail-oriented and proactive IT Support Specialist to join our team. In this role, you will serve as the primary point of contact for all employee technology needs, managing day-to-day helpdesk operations, device lifecycle management, and office technology infrastructure. This role supports both on-site and remote employees, ensuring a consistent and reliable IT experience regardless of location. Beyond end-user support, this role also contributes to backend system configuration, automation, and platform administration helping to build and maintain the infrastructure that keeps our team productive. The ideal candidate thrives in a fast-paced environment, communicates clearly, and takes ownership of issues from identification through resolution.

Responsibilities

Helpdesk &amp; End-User Support
<ul>
<li>Provide live helpdesk support for Windows and macOS environments, diagnosing and resolving hardware, software, and connectivity issues</li>
<li>Serve as the first IT point of contact for all on-site and remote employees, managing support tickets and providing timely remote assistance.</li>
<li>Manage the full employee device lifecycle, including provisioning, configuring, shipping, and recovering laptops for new hires and departing employees.</li>
<li>Own the IT onboarding and offboarding process, ensuring new employees are equipped and productive from day one and that access and equipment are properly reclaimed upon departure</li>
<li>Maintain and troubleshoot office technology infrastructure, including conference/smart room AV systems, printers, and Wi-Fi networks</li>
<li>Document processes, maintain an internal knowledge base, and identify opportunities to improve IT workflows</li>
<li>Assist with vendor coordination as needed</li>
</ul>
Backend Configuration &amp; Platform Administration
<ul>
<li>Administer and maintain endpoint management platforms, including (macOS) and (Windows) including building and managing device enrollment profiles, configuration policies, compliance rules, and automated workflows</li>
<li>Manage IDP, including user lifecycle management, group policies, Conditional Access policies, role assignments,user provisioning, organizational unit (OU) structure, shared drives, email routing rules, security settings, third-party app integrations and SSO/app integrations</li>
<li>Configure and maintain IT Help desk, including ticket routing rules, macros, triggers, SLA policies, and reporting views to optimize helpdesk operations</li>
<li>Manage Internal communication systems, including workspace settings, user provisioning/deprovisioning, channel governance, app integrations, and security policies</li>
<li>Support identity and access management (IAM) initiatives, including SAML/SSO configuration, MFA enforcement, and access reviews across the tool stack</li>
<li>Assist in evaluating, onboarding, and integrating new SaaS tools into the existing IT environment</li>
<li>Contribute to IT security hygiene efforts including patch management, endpoint compliance reporting, and policy enforcement.</li>
</ul>
Qualifications Required
<ul>
<li>2&ndash;3 years of experience in an IT support or helpdesk role</li>
<li>Hands-on experience with both Windows and macOS troubleshooting and administration</li>
<li>Proficiency with MDM tools for Windows &amp; MacOS (device profiles, blueprints, automated device enrollment, compliance policies, configuration profiles.</li>
<li>Experience administering IDP Tools, including Conditional Access, group management, and SSO integrations</li>
<li>Familiarity with Help desk administration &mdash; ticket workflows, macros, triggers, and reporting</li>
<li>Experience with employee device logistics, including remote shipping and asset recovery</li>
<li>Experience supporting a global remote workforce</li>
<li>Strong problem-solving skills and the ability to prioritize competing requests</li>
<li>Excellent written and verbal communication skills</li>
</ul>
Nice to Have
<ul>
<li>Experience with SAML/SSO configuration and identity provider (IdP) management</li>
<li>Familiarity with scripting or automation (PowerShell, Bash, or similar) for IT workflow improvement</li>
<li>Experience with network administration (VLANs, DNS, DHCP, managed switches/APs)</li>
<li>Relevant certifications: Microsoft MD-102, Google Associate, CompTIA A+ / Network+, or similar</li>
</ul>
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 &mdash; all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.

Eltropy Values:
<ul>
<li>Customers are our North Star</li>
<li>No Fear - Tell the truth</li>
<li>Team of Owners</li>
</ul>
Benefits: Medical, Dental, Vision, 401k

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.</div>

IT Support Specialist

<div>Location: South Central, US Remote (UT, CO, KS, MO, OK, TX) 
Compensation: $125,000 - $140,000 (Base)

Eltropy is seeking a strategic and results-oriented Tier-1 Customer Success Manager (CSM) to manage a portfolio of roughly 20 high-impact financial institution customers, including top-tier credit unions and community banks. In this role, you will partner with key stakeholders to deliver transformative outcomes through our industry-leading AI-powered communications platform while driving retention, growth, and overall satisfaction.

Role &amp; Responsibilities

Tier-1 Relationship Management
<ul>
<li>Serve as the trusted strategic advisor and single point of contact for roughly 20 Tier-1 accounts, fostering deep executive relationships and long-term partnerships.</li>
<li>Conduct regular check-ins and executive/strategic business reviews to ensure customers are achieving their desired outcomes and realizing clear ROI from Eltropy.</li>
<li>Cultivate referenceable customers who serve as positive advocates of Eltropy to prospects and within the broader financial services community.</li>
<li>Advocate and drive customers' product, technology, and service needs internally within Eltropy.</li>
</ul>
Customer Success Strategy
<ul>
<li>Develop and execute tailored, multi-year success plans to support customers in achieving their business goals and transformation initiatives.</li>
<li>Proactively identify and mitigate risks of churn through data analysis, health scoring, usage tracking, and early intervention strategies.</li>
<li>Partner closely with customers on best practices, change management, and roadmap alignment to maximize adoption and value.</li>
</ul>
Revenue Growth
<ul>
<li>Identify opportunities for expansion and upsell within the portfolio by aligning customer needs and strategic priorities with additional products and services.</li>
<li>Collaborate with the Sales team on account planning and to close expansion opportunities, ensuring seamless handoffs and a unified account strategy.</li>
<li>Support commercial conversations by providing value narratives, use cases, and success metrics that demonstrate impact.</li>
</ul>
Onboarding and Adoption
<ul>
<li>Program-manage complex, Tier-1 onboarding projects, ensuring a smooth and successful implementation across multiple teams and locations.</li>
<li>Drive product adoption by providing training, enablement resources, and best practices tailored to Tier-1 workflows and operational realities.</li>
<li>Partner with customer project teams and Eltropy implementation resources to ensure timelines, milestones, and success criteria are clearly defined and met.</li>
</ul>
Advocacy and Feedback
<ul>
<li>Advocate for customers internally by communicating their needs, challenges, and strategic priorities to cross-functional teams including Product, Engineering, Support, and Marketing.</li>
<li>Collect, synthesize, and relay customer feedback to influence product development, improve customer experience, and inform Eltropy's roadmap.</li>
<li>Help identify and nurture customer stories, case studies, and speaking opportunities that showcase successful outcomes.</li>
</ul>
Metrics and Reporting
<ul>
<li>Track and report on customer health, retention, expansion, and other key metrics across your Tier-1 portfolio.</li>
<li>Maintain accurate and up-to-date records of customer interactions, risks, opportunities, and plans in the CRM/CS platform.</li>
<li>Regularly communicate account status, risks, and growth opportunities to internal stakeholders and leadership.</li>
</ul>
What You Offer
<ul>
<li>Deep (5+ years) customer-facing experience (account management, customer success), ideally in B2B SaaS and/or FinTech, with a proven track record supporting complex, Tier-1 or enterprise-level customers.</li>
<li>Willingness and ability to travel to customer sites&mdash;up to 25%&mdash;for executive business reviews, strategic upsell discussions, issue mitigation, and strengthening long-term customer partnerships.</li>
<li>Customer-centric mindset with a passion for helping customers succeed and the ability to understand their business, technical, and operational needs.</li>
<li>Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing both strategic and tactical issues.</li>
<li>High technical aptitude: comfortable working with technology and able to quickly learn new software and tools. Data-driven and unafraid to tackle complex, ambiguous problems.</li>
<li>Exceptional communication and executive presence, with the ability to influence and build trust at all levels of a customer's organization.</li>
<li>Highly collaborative, able to work effectively across sales, product, support, implementation, and leadership teams. You are fundamentally a team player, always willing to roll up your sleeves and help.</li>
<li>Adaptability and resilience in a fast-paced, start-up environment where priorities can change rapidly.</li>
</ul>
About Eltropy

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. Community Banks and Credit Unions use Eltropy to communicate with consumers via text, video, secure chat, co-browsing, screen sharing, and chatbot technology &mdash; all integrated in a single platform bolstered by AI, skill-based routing, and other contact center capabilities.

Eltropy Values
<ul>
<li>Customers are our North Star</li>
<li>No Fear &ndash; Tell the truth</li>
<li>Team of Owners</li>
</ul>
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.</div>

Customer Success Manager, Tier 1 (South Central)

<div>Location: Central, US Remote (MI, IL, IN, OH, PA, MN, IA, NE) 
Compensation: $100,000 - $110,000 (Base)

Eltropy is seeking a proactive and results-driven Tier 2 Customer Success Manager (CSM) in the Central U.S. region to manage a portfolio of 50 mid-size customers. 
 
In this role, you will help Community Financial Institutions (credit unions and community banks) create a best-in-class experience for their consumers through our industry leading AI communications platform. In addition to SaaS expertise, the ideal candidate embodies personal attributes &ndash; teamwork, empathy, technical curiosity, a quality mindset - necessary in building customer trust.
In this role, you'll act as the primary point of contact, ensuring that our customers derive maximum value from our products and services while driving retention, growth, and overall satisfaction. 

Role &amp; Responsibilities:

Customer Relationship Management:
<ul>
<li>Serve as the primary contact for a portfolio of 50 customers, fostering trust and building strong, long-term relationships.</li>
<li>Conduct regular check-ins and Strategic Business Reviews (SBRs) to ensure customers are achieving their desired outcomes.</li>
</ul>
Referenceable customers
<ul>
<li>Cultivate customers who will serve as positive references of Eltropy to prospects</li>
<li>Advocate and drive customers' product, technology, and service needs internally within Eltropy.</li>
</ul>
Customer Success Strategy:
<ul>
<li>Develop and execute tailored success plans to support customers in achieving their goals.</li>
<li>Proactively identify and mitigate risks of churn through data analysis, usage tracking, and early intervention strategies.</li>
</ul>
Revenue Growth:
<ul>
<li>Identify opportunities for expansion and upsell within the portfolio by aligning customer needs with additional products or services.</li>
<li>Collaborate with the Sales team to close expansion opportunities and ensure seamless handoffs.</li>
</ul>
Onboarding and Adoption:
<ul>
<li>Program-manage the onboarding process, ensuring a smooth and successful implementation.</li>
<li>Drive product adoption by providing training, resources, and best practices.</li>
</ul>
Advocacy and Feedback:
<ul>
<li>Advocate for customers internally by communicating their needs and challenges to cross-functional teams.</li>
<li>Collect and relay customer feedback to influence product development and improve the customer experience.</li>
</ul>
Metrics and Reporting:
<ul>
<li>Track and report on customer health, retention rates, and other key metrics.</li>
<li>Maintain accurate records of customer interactions and updates in [CRM/CS platform].</li>
</ul>
What You Offer:
<ul>
<li>You have deep (preferably 5+ years) of customer facing experience (account management, customer success), 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</li>
<li>Customer-Centric Mindset: A passion for helping customers succeed and the ability to understand their needs and challenges.</li>
<li>Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing issues.</li>
<li>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</li>
<li>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</li>
<li>Adaptability: Thrive in a fast-paced, start-up environment where priorities can change rapidly.</li>
<li>You are willing to travel quarterly (or as needed) to conduct in-person meetings with customers, and with the rest of the Eltropy team.</li></ul> 


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 &mdash; all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.

Eltropy Values:
<ul>
<li>Customers are our North Star</li>
<li>No Fear - Tell the truth</li>
<li>Team of Owners</li>
</ul>
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.</div>

Customer Success Manager, Tier 2 (Central)

<div>Location: Central, US Remote (MI, IL, IN, OH, PA, MN, IA, NE) 
Compensation: $125,000 - $140,000 (Base)

Eltropy is seeking a strategic and results-oriented Tier-1 Customer Success Manager (CSM) to manage a portfolio of roughly 20 high-impact financial institution customers, including top-tier credit unions and community banks. In this role, you will partner with key stakeholders to deliver transformative outcomes through our industry-leading AI-powered communications platform while driving retention, growth, and overall satisfaction.

Role &amp; Responsibilities

Tier-1 Relationship Management
<ul>
<li>Serve as the trusted strategic advisor and single point of contact for roughly 20 Tier-1 accounts, fostering deep executive relationships and long-term partnerships.</li>
<li>Conduct regular check-ins and executive/strategic business reviews to ensure customers are achieving their desired outcomes and realizing clear ROI from Eltropy.</li>
<li>Cultivate referenceable customers who serve as positive advocates of Eltropy to prospects and within the broader financial services community.</li>
<li>Advocate and drive customers' product, technology, and service needs internally within Eltropy.</li>
</ul>
Customer Success Strategy
<ul>
<li>Develop and execute tailored, multi-year success plans to support customers in achieving their business goals and transformation initiatives.</li>
<li>Proactively identify and mitigate risks of churn through data analysis, health scoring, usage tracking, and early intervention strategies.</li>
<li>Partner closely with customers on best practices, change management, and roadmap alignment to maximize adoption and value.</li>
</ul>
Revenue Growth
<ul>
<li>Identify opportunities for expansion and upsell within the portfolio by aligning customer needs and strategic priorities with additional products and services.</li>
<li>Collaborate with the Sales team on account planning and to close expansion opportunities, ensuring seamless handoffs and a unified account strategy.</li>
<li>Support commercial conversations by providing value narratives, use cases, and success metrics that demonstrate impact.</li>
</ul>
Onboarding and Adoption
<ul>
<li>Program-manage complex, Tier-1 onboarding projects, ensuring a smooth and successful implementation across multiple teams and locations.</li>
<li>Drive product adoption by providing training, enablement resources, and best practices tailored to Tier-1 workflows and operational realities.</li>
<li>Partner with customer project teams and Eltropy implementation resources to ensure timelines, milestones, and success criteria are clearly defined and met.</li>
</ul>
Advocacy and Feedback
<ul>
<li>Advocate for customers internally by communicating their needs, challenges, and strategic priorities to cross-functional teams including Product, Engineering, Support, and Marketing.</li>
<li>Collect, synthesize, and relay customer feedback to influence product development, improve customer experience, and inform Eltropy's roadmap.</li>
<li>Help identify and nurture customer stories, case studies, and speaking opportunities that showcase successful outcomes.</li>
</ul>
Metrics and Reporting
<ul>
<li>Track and report on customer health, retention, expansion, and other key metrics across your Tier-1 portfolio.</li>
<li>Maintain accurate and up-to-date records of customer interactions, risks, opportunities, and plans in the CRM/CS platform.</li>
<li>Regularly communicate account status, risks, and growth opportunities to internal stakeholders and leadership.</li>
</ul>
What You Offer
<ul>
<li>Deep (5+ years) customer-facing experience (account management, customer success), ideally in B2B SaaS and/or FinTech, with a proven track record supporting complex, Tier-1 or enterprise-level customers.</li>
<li>Willingness and ability to travel to customer sites&mdash;up to 25%&mdash;for executive business reviews, strategic upsell discussions, issue mitigation, and strengthening long-term customer partnerships.</li>
<li>Customer-centric mindset with a passion for helping customers succeed and the ability to understand their business, technical, and operational needs.</li>
<li>Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing both strategic and tactical issues.</li>
<li>High technical aptitude: comfortable working with technology and able to quickly learn new software and tools. Data-driven and unafraid to tackle complex, ambiguous problems.</li>
<li>Exceptional communication and executive presence, with the ability to influence and build trust at all levels of a customer's organization.</li>
<li>Highly collaborative, able to work effectively across sales, product, support, implementation, and leadership teams. You are fundamentally a team player, always willing to roll up your sleeves and help.</li>
<li>Adaptability and resilience in a fast-paced, start-up environment where priorities can change rapidly.</li>
</ul>
About Eltropy

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. Community Banks and Credit Unions use Eltropy to communicate with consumers via text, video, secure chat, co-browsing, screen sharing, and chatbot technology &mdash; all integrated in a single platform bolstered by AI, skill-based routing, and other contact center capabilities.

Eltropy Values
<ul>
<li>Customers are our North Star</li>
<li>No Fear &ndash; Tell the truth</li>
<li>Team of Owners</li>
</ul>
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.</div>

Customer Success Manager, Tier 1 (Central)

Join Eltropy and explore 4   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Eltropy

About Company

IT Support Specialist

Customer Success Manager, Tier 1 (South Central)

Customer Success Manager, Tier 2 (Central)

Customer Success Manager, Tier 1 (Central)