Customer Onboarding Director

Customer Onboarding Director

As the Director of Customer Onboarding, you will ensure the best customer experience while collaborating with the leadership team to exceed department and company goals. Key responsibilities include driving customer adoption, minimizing time to go live, and improving implementation quality. You will recruit and manage Onboarding Managers, oversee direct reports, conduct performance reviews, and track team objectives.

Additionally, you will serve as the Site Leader for the Colombia office. As a site leader, you will be pivotal in fostering a positive and inclusive workplace culture that promotes teamwork, respect, and open communication among all departments.

Why join Tipalti?

Tipalti is one of the world’s fastest-growing fintech companies. We free finance professionals to lead by modernizing the entire payables operation. We are a well-funded, late-stage start-up backed by high-profile investors. Our 2021 Series F funding round raised $270 million, valuing us at over $8.3 billion. With total funding of just over $550 million, and with more than 3000 global customers, Tipalti is one of the most valuable private fintech companies in the world.

At Tipalti, we pride ourselves on our collaborative culture, the quality of our product and the capabilities of our people. Tipaltians are passionate about the work they do, and keen to get the job done. Tipalti offers competitive benefits, a flexible workplace, career coaching, and an environment where diverse individuals can thrive and make an impact. Our culture ensures everyone checks their egos at the door and stands ready to reach for success together. 

Founded in Israel in 2010, Tipalti is a global business headquartered in the San Francisco Bay Area (Foster City) with offices in Tel Aviv, Plano, Toronto, Vancouver, London, Amsterdam and Tbilisi.

In this role, you will be responsible for:

• Leadership and Team Management:

Lead, mentor, and develop a high-performing Customer Onboarding team.

Foster a culture of excellence, collaboration, and continuous improvement.

Set clear performance expectations and provide regular feedback and coaching to the team.

• Customer Project Delivery:

Oversee the successful delivery of customer projects, ensuring they are completed successfully and efficiently.

Develop and implement best practices, methodologies, and tools to enhance project delivery and customer satisfaction.

Act as an escalation point for project-related issues and work to resolve them promptly.

• Capacity Planning:

Develop and implement capacity planning processes to ensure the team can meet current and future demand.

Monitor resource utilization and adjust staffing levels to optimize efficiency and effectiveness.

Collaborate with other departments to forecast and plan for upcoming projects and initiatives.

• Customer Engagement:

Serve as a trusted advisor to customers, understanding their needs and ensuring Tipalti’s solutions meet their business objectives.

Create and implement a process for regular customer reviews and feedback to drive continuous improvement.

Represent Tipalti at industry events, conferences, and customer meetings.

• Site Leader:

Foster a positive workplace culture that promotes teamwork, open communication, and an ownership mindset.

Collaborate with other departments to align initiatives and share best practices.

Serve as the escalation point of contact for office needs, ensuring effective communication between staff and senior management to address challenges and facilitate solutions.

About you 

• Bachelor’s degree in Business, Finance, Information Technology, or a related field; MBA or an advanced degree preferred.
• 10+ years of experience in implementation, with a strong background in delivering customer projects.
• Proven experience in ERPs and/or Fintech space
• Demonstrated success in managing diverse teams and driving high performance and customer satisfaction levels.
• Excellent capacity planning and resource management abilities.
• Exceptional communication, escalation handling, and interpersonal skills.
• Ability to travel as needed to support operations and customer engagements.

Tipalti is posting this job opening for and on behalf of SDS (Cyprus) Limited and/or SDS Tbilisi Limited, LLC (both are hereinafter referred to as “SDS”). Any potential employment and/or consulting arrangements entered into, as it relates to this job opening, will be between you and SDS. Tipalti shall not be held responsible for the information and contents contained in this job posting, or for any issues arising out of or related to this job posting.

Interested in learning more about us?

Tipalti is the only company handling both global partner payments and accounts payable workflows for high-velocity companies across the entire financial operations cycle: onboarding and managing global suppliers, instituting procurement controls, streamlining invoice processing and approvals, executing payments around the world, and reconciling payables data across a multi-subsidiary finance organization. Tipalti enables companies to scale quickly by making payables strategic with operational, compliance, and financial controls. Through Tipalti, our clients can efficiently and securely pay thousands of partners and suppliers in 196 countries within minutes. 

Tipalti is fueled by a commitment to our customers and a desire to build lasting connections. Our client portfolio includes high-velocity businesses such as Amazon Twitch, GoDaddy, Roku, WordPress.com, and ZipRecruiter. We work hard for our 98% customer retention rate which is built on trust, reliability and innovation. Tipalti means we handled it" - a mission to which we are constantly committed.

Accommodations
Tipalti champions inclusive teams, in which every voice counts. We are committed to recruiting diverse candidates with varied personal experiences and abilities. We welcome applications from candidates belonging to historically underrepresented or disadvantaged groups, and maintain an equitable Talent Acquisition process that is free from discrimination.

As an equal opportunities employer, Tipalti complies with employment and human rights laws across the various jurisdictions in which we operate. Should you require reasonable adjustments or accommodations during the recruitment process, including access to alternate formats of materials, meeting spaces, or other accommodations that could better enable your full participation, please reach out to hr@tipalti.com for assistance.

Privacy
We are committed to protecting the privacy interests of job applicants and candidates. For more information about our privacy practices during our Talent Acquisition process, please refer to our Job Candidate Privacy Notice below:

Job Candidate Privacy Notice | Tipalti

www.tipalti.com/privacy/job-candidate-privacy-notice/