Manager of Customer Onboarding, Tipalti

• Bachelor’s degree in Business, Finance, or a related field
• 5+ years of experience in customer onboarding, implementation, or professional services roles within a SaaS or FinTech environment. With 5+ years of experience in a leadership role, managing and developing a team of customer-facing professionals
• Demonstrated understanding of the creator economy, global payment systems, and mass payouts space
• Proven ability to drive successful implementations and adoption for high-value, complex enterprise clients
• Strong operational mindset with a track record of improving processes, establishing metrics, and driving efficiency
• Excellent communication, interpersonal, and presentation skills, with the ability to engage effectively with all levels of an organization, from technical teams to executive stakeholders
• Experience managing distributed teams across different locations is a significant plus
• Ability to thrive in a fast-paced, dynamic environment and adapt to evolving business needs
• Strategic thinking with an ability to identify and capitalize on opportunities to enhance customer value and team capabilities

Desirable

• We are seeking an experienced and dynamic Manager, Customer Onboarding to lead our high-impact Customer Onboarding team at Tipalti
• This critical role is responsible for overseeing a team of Customer Onboarding Managers, driving the successful implementation and adoption of our solutions for our most strategic and high-value customers
• You will play a pivotal role in ensuring our customers leverage the full power of our platform to streamline and enhance their experience
• This position requires a leader who can foster operational excellence, develop consultative talent, and navigate the intricacies of high-value client relationships
• Lead, mentor, and develop a team of Customer Onboarding Managers, ensuring they have the skills and resources to excel in their roles
• Drive the successful implementation and adoption of the Tipalti solution for high-value customers, ensuring timely and effective go-lives and maximizing platform utilization
• Develop and implement strategies to enhance customer satisfaction and product adoption, particularly for complex, strategic accounts
• Establish and enforce clear expectations and operational standards for the onboarding process, focusing on consistency and efficiency
• Collaborate cross-functionally with Sales, Product, and Engineering teams to ensure seamless customer transitions, address product enhancements, and advocate for customer needs
• Identify and implement opportunities to improve forecasting accuracy and operational excellence within the onboarding lifecycle, potentially introducing more robust project management (PMO) methodologies
• Cultivate a team environment that prioritizes consultative behavior, enabling Onboarding Managers to become trusted advisors to customers, particularly regarding global payout complexities, cross-border payments, and tax compliance
• Oversee the management of customer relationships during onboarding, ensuring high-touch engagement and executive sponsorship where appropriate
• Implement strategies to increase team efficiency and reduce reliance on manual processes, promoting self-service solutions for payees and streamlined internal workflows
• Monitor team performance against key metrics, including implementation timelines, adoption rates, and customer satisfaction, utilizing data-driven insights to drive continuous improvement
• Address and resolve complex customer challenges and escalations, acting as a point of escalation for your team
• Contribute to the strategic development of the Tipalti Products offering by providing feedback on market needs, product gaps, and opportunities for service extension (e.g., Service Extension SOWs)
• Bring a developer-first mindset and design implementation and onboarding methodologies that drive outcomes with key stakeholders in the creator/ digital economy