Customer Success Team Lead, Tipalti
CA$118-131.5k
Plus stock options. A variable pay rate will be paid in addition to the base salary noted
More information about location
3 days a week in office
Payments & procurement automation
Open for applications
Payments & procurement automation
1001+ employees
Open for applications
CA$118-131.5k
Plus stock options. A variable pay rate will be paid in addition to the base salary noted
More information about location
3 days a week in office
1001+ employees
Company mission
To liberate and elevate finance teams so they can make true strategic impact, by automating and optimizing global finance operations while eliminating risk.
Role
Who you are
- Preferred customer success or account management experience, ideally in the fintech space
- 2+ years of experience coaching, mentoring, and developing team talents
- ERP experience, accounts payable, ChurnZero, Zendesk, Salesforce, Jira, analytic reporting, and CSM tool experience is a plus
- Strong understanding of the fintech industry and our products/services
- Exceptional communication and interpersonal skills
- Highly organized with excellent oral and written communication skills
- High level of enthusiasm, initiative, commitment, and professionalism
- Ability to build compelling value-driven client-facing presentations
- Ability to gather complex requirements and work with a team to design a solution
- Ability to engage with all levels in an organization from the CEO, CFO, Accountant, etc
- Previous project management role or skills are a plus
- Thorough knowledge of basic accounting procedures and principles. CPA/Accounting experience preferred
- Part-qualified or qualified experience within an accounting practice or commercial accounting department
- Relevant accounting certification (part or fully qualified), including but not limited to CPA, ACA, ACCA, or CIMA
What the job involves
- In this player/coach role, you will manage our high-touch customers and coach up to 2-5 CSMs
- In collaboration with your team, you will be responsible for the health, expansion, advocacy, retention, engagement, and adoption of our product by our customers
- You will work closely with your team to proactively reach out to their accounts, set benchmarks and milestones, present business reviews and product solutions, review product usage and releases, discuss enhancements and feedback, find ways to upsell new products, and make suggestions to improve the overall customer experience
- As a leader, you will need to set health, revenue, and career goals for your team, meet weekly to align and prioritize, plan and own employee engagement, and partner with a manager to grow the team
- Providing mentorship and leading onboarding for new team members
- Coaching 2-5 CSM's
- Becoming an expert in our products/services and staying up-to-date with product enhancements, consulting and sharing best practices with customers
- Driving brand loyalty, customer satisfaction, and advocacy
- Acting as the owner and main point of contact for our customers, monitoring customer accounts to identify areas for improvement, proactively addressing any issues or concerns, and acting as a point of escalation for customer issues to ensure timely resolution
- Uncovering growth opportunities in your portfolio through upsells and cross-sells
- Focusing on net dollar retention and churn prevention
- Tracking and assessing onboarding, ramping, learning, and enablement (e.g., mock calls, live client calls - providing coaching and feedback)
- Gathering feedback on CSM team members’ onboarding, learning, and enablement to make improvements
- Participating in recruitment efforts to help select culture and skill additions to the team to drive a well-rounded, efficient, and thriving team
- Leading structured coaching with clear processes, metrics, and timelines
- Working closely with the Team Leaders in Sales, Sales Experts, Solutions Consultants, Implementation, Support, Product, and Marketing to proactively collect, receive, share, and act on feedback to drive collaboration
- Facilitating monthly learning sessions to share knowledge
- Owning special projects (e.g., creating a shadow program), coordinating with SMEs to develop training plans, streamline processes, and lead documentation
- Providing input on mentees’ performance and behaviors to the manager
- Providing day-to-day tactical and operational support to the team
- Managing mentee escalations
Our take
Digital finance innovations across the last decade have dramatically changed how financial operations are conducted, with businesses managing their payables workloads digitally. Despite such innovations, such workflows are still conducted manually, leading to time-consuming, repetitive, and inefficient workflows.
Tipalti provides a global payments, accounts payable, and purchase order automation platform, offering tools for each area to reduce manual workflows and optimize operations. The platform’s functionalities are designed to be flexible for the scaling of growing businesses, helping to optimize financial visibility, efficiency, and control without the need for business infrastructure changes.
Whilst individual platforms exist for global payments, accounts payable, and purchase order management, Tipalti has recognized that businesses do not want to juggle fragmented software solutions inefficiently. The company aims to free up financial departments’ time without compromising their software stack and workflows through its end-to-end payment automation solutions.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-3% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
May 2023
$150m
GROWTH EQUITY VC
Dec 2021
$270m
SERIES F
Total funding: $766m
Company benefits
- A thriving team and business
- Career-building opportunities
- Politics-free culture
- Focused on success
- Great benefits
Company values
- Dedication to Customer Success
- Get Shit Done (GSD)
- Commitment to Excellence
Company HQ
Town Center, Foster City, CA
Articles
Leadership
Chen Amit
(Founder & CEO)General Manager of ECI Telecom from 1998 to 2000. Experience as CEO of Atrica.
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