Director of Customer Onboarding, Tipalti

CA$159.6-228.7k

OTE

CA$133-190k

BASE

+ Bonus: Target bonus is 20% of base salary. Bonus entitlement is based on a combination of organizational results, individual performance, and relative contribution, as assessed by Tipalti in its sole discretion, to be formalized and communicated to you following your start date.

Expert level

Vancouver

AI-powered platform for finance automation

Be an early applicant

AI-powered platform for finance automation

1001+ employees

B2BArtificial IntelligencePaymentsSaaSAccountingAutomationProcurement

Be an early applicant

CA$159.6-228.7k

OTE

CA$133-190k

BASE

Expert level

Vancouver

1001+ employees

B2BArtificial IntelligencePaymentsSaaSAccountingAutomationProcurement

Company mission

To make it as easy as possible for employees and suppliers to collaborate with finance.

Job

Company

Role

Who you are

Bachelor’s degree in Business, Finance, Information Technology, or a related field; MBA or an advanced degree preferred
10+ years of progressive senior leadership experience in implementation and/or Customer Success, with a strong background in delivering customer projects at scale
Proven experience in ERPs and/or Fintech space
Demonstrated success in managing diverse teams and driving high performance and customer satisfaction levels
Strong understanding of data analytics, process automation, and the practical application of AI in a Customer Success or Onboarding environment
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

What the job involves

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 and defining the long-term strategic roadmap for customer onboarding excellence, leveraging emerging technologies to drive scale across the organization.
Key responsibilities include driving customer adoption, minimizing time-to-live, and improving implementation quality, with a focus on leveraging AI to optimize and automate the onboarding journey. You will recruit and manage Onboarding Managers, oversee direct reports, conduct performance reviews, and track team objectives
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
AI & Process Optimization:
Identify, implement, and manage AI and automation technologies to accelerate time-to-go-live and increase onboarding efficiency
Utilize predictive modeling and AI-driven insights to proactively identify and resolve potential implementation risks and bottlenecks
Develop and implement best practices and methodologies, incorporating data from AI tools, to enhance project delivery and customer satisfaction
Establish and maintain governance frameworks for AI tool implementation, ensuring compliance, data integrity, and ethical use across all onboarding processes
Capacity Planning and Data-Driven Resource Management:
Develop and implement capacity planning processes to ensure the team can meet current and future demand
Leverage advanced analytics tools, including those driven by AI/ML, to monitor resource utilization, forecast project complexity, and adjust staffing levels for optimized efficiency and effectiveness
Collaborate with other departments to forecast and plan for upcoming projects and initiatives
Customer Project Delivery & Engagement:
Oversee the successful delivery of customer projects, ensuring they are completed successfully and efficiently
Serve as a trusted advisor to customers, understanding their needs and ensuring Tipalti’s solutions meet their business objectives
Act as an escalation point for project-related issues and work to resolve them promptly
Serve as a key executive partner to Product, Sales, and Engineering leadership to influence Tipalti's overall GTM strategy, product roadmap, and delivery scalability

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, many 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, with 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 these functions, Tipalti has recognized that businesses do not want to juggle fragmented software solutions inefficiently, and delivers everything in one place. It continues to develop its offering, with a recent influx of funding supporting the incorporation of agentic artificial intelligence capabilities.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Top investors

-3% employee growth in 12 months

Glassdoor (3.9)

Trustpilot (3.5)

Company

Funding (last 2 of 8 rounds)

May 2023

$150m

GROWTH EQUITY VC

Dec 2021

$270m

SERIES F

Total funding: $766m

Company benefits

Hybrid work model
Equity packages
Company events
Collaborative work spaces
Opportunities for professional growth
Inclusive community
Global opportunities and exposure
Authentic colleagues
Autonomy

Company HQ

Town Center, Foster City, CA

Leadership

Chen Amit

(Founder & CEO)

General Manager of ECI Telecom from 1998 to 2000. Experience as CEO of Atrica.

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