Director of Customer Onboarding

Job Overview:

Are you ready to take your career to the next level? We are seeking a passionate and driven individual to join our Customer Onboarding leadership team and make a significant impact on the experience of AvidXchange’s customers. As a key player on our team, you will have the opportunity to shape the strategic direction of our onboarding initiatives and work with a talented group of professionals, centered around customer obsession, to execute on our vision.

What You'll Do:

• Drive Strategic Initiatives: Contribute to the strategic direction of the Onboarding team by leading and participating in exciting internal initiatives.
• Build a High-Performing Team: Recruit, develop, and retain top talent, creating a team that excels in every aspect.
• Foster Strong Relationships: Build and maintain lasting relationships with your team and collaborate cross-functionally stakeholders within Sales, Product, Operations and Customer Experience departments to enhance the end-to-end experience for all customers entering onboarding.
• Enhance Implementations: Work with your team to continuously improve all implementations and client interactions, driving customer satisfaction.
• Drive Efficiency: Implement processes that result in productivity and efficiency improvements, making our operations smoother and more effective.
• Celebrate Wins: Socialize team wins and initiatives with cross-functional leadership and the company, showcasing our successes.
• Lead Customer Onboarding Projects: Be at the forefront of our customer onboarding efforts, ensuring successful forecasts and executions that delight our clients.
• Collaborate Cross-Functionally: Work closely with the Sales, Customer Success and other departments to enhance the end-to-end experience for all clients entering onboarding.
• Monitor Customer Success: Oversee, monitor, and manage customer adoption and retention, ensuring our clients achieve their goals.

What We’re Looking For:

• Educational Background: A Bachelor’s degree in a related field or equivalent professional experience.
• Extensive Experience: 8+ years of customer experience, with 6+ years leading a high-performing implementation team.
• Global Perspective: Experience navigating large, organizations and developing strong relationships from middle-management to the executive level.
• Implementation Expertise: Proven experience launching and owning interdepartmental implementation initiatives.
• Customer-Obsessed Mindset: A deep understanding of customer needs and the ability to translate them into achievable goals.
• Value-Driven Approach: A desire to drive value for customers and sponsor process and methodology improvement initiatives.
• Multi-Location Management: Experience managing teams in multiple locations.
• Acquisition or Partner Integration: Experience with incorporating acquisitions into a business.
• Technical Savvy: Knowledge and experience working in web-based software and SaaS, with an understanding of data analytics and/or Accounts Payable experience is a plus.
• Travel Opportunities: Periodic travel required, giving you the chance to explore new places and meet new people.
• Advanced Experience: Typically requires a University Degree or equivalent experience and a minimum of 10 years of relevant experience.

About AvidXchange

AvidXchange is a leading provider of accounts payable (“AP”) automation software and payment solutions for middle-market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone who works here, they’ll tell you our people are at the core of who we are. We focus on creating a culture of Diversity, Inclusion & Belonging, and are proud to be a safe place where teammates can bring their whole selves to work. At AvidXchange, mindset is everything. We are Connected as People, Growth Minded, and Customer Obsessed. These three mindsets represent our culture – who we are, who we’ve always been, and they guide us to improve every day. Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,600 teammates working across the U.S., or remotely. AvidXchange is proud to be Certified™ as a Great Place to Work®. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years – that AvidXchange is a Great Place to Work®. 

Who you are: 

• A go-getter with an entrepreneurial mindset – that means you are not afraid of taking risks, winning big or facing the unknown. 
• Someone who understands that business is people centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships. 
• Focused on making a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential. 

What you’ll get:  

AvidXchange teammates (we call them AvidXers) get the perks and prestige of a publicly traded tech company paired with the flexibility of a founder-led startup. We help our AvidXers develop as professionals and as human beings, providing work/life balance, development programs, competitive benefits and equity options. At AvidXchange, we are building more than a tech company – we are building an experience. We remain committed to a culture where you can fully be 'you’ – connected with others, chasing big goals, and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories you’ll tell for years, you’ve come to the right place.

AvidXers enjoy:  

• 18 days PTO* 
• 11 Holidays (8 company recognized & 3 floating holidays) 
• 16 hours per year of paid Volunteer Time Off (VTO) 
• Competitive Healthcare 
• High Deductible Heath Plan Option that has $0 monthly premium for teammate-only coverage 
• 100% AvidXchange paid Dental Base Plan Coverage
• 100% AvidXchange paid Life Insurance 
• 100% AvidXchange paid Long-Term Disability 
• 100% AvidXchange paid Short-Term Disability  
• Employee Assistance Program (EAP) - Provides counseling services, legal and financial consultations and health advocacy for Teammates and their eligible dependents
• Onsite Health Clinic with Atrium Health - available to Teammates and their eligible dependents
• 401k Match up to 4% 
• Parental Leave: 8 weeks 100% paid by AvidXchange** 
• Discounts on Pet, Home, and Auto insurance 
• BrightDime Financial Wellness Tool, offered free to teammates 
• WeeCare Childcare Service: helps teammates find affordable daycare, childcare, and tutors 40% less expensive than traditional daycare centers 
• Perks at Work: free discount program that provides teammates the opportunity to save on items from electronics, movie tickets, car buying, vacations, and more 
• Onsite gym fitness center, yoga studio, and basketball court
• Tuition Reimbursement up to the federal maximum of $5,250***
• Hybrid Workplace Flexibility
• Free parking

*Fully granted from beginning of year, pro-rated if hired mid-year 

**Must be full-time for at least 3 months

***Must be full-time for at least one year 

Equal Employment Opportunity

AvidXchange is an equal opportunity employer. AvidXchange is committed to equal employment opportunity in accordance with applicable federal, state, and local laws. AvidXchange will not discriminate against applicants for employment on any legally recognized basis. This includes, but is not limited to veteran status, race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age and physical or mental disability.