Manager of Customer Onboarding, Tipalti

• 2+ years of implementation/onboarding management experience
• 6+ years of hands-on implementation experience with SaaS applications
• Ability to lead workshops, including the gathering/documenting of requirements and use-cases and recommendation of envisioned processes
• Relevant account and customer management experience
• Strong analytical, creative thinking, and problem solving skills
• Excellent communication, project management, and multi-tasking skills
• Detail-oriented and well organized
• Ability to work in a fast-paced, deadline-driven start-up environment
• Passionate about customer service and helping others
• BA/BS in a related field or equivalent experience

Desirable

• As the Manager, Customer Onboarding, you will work with the leadership team to achieve/exceed department/company goals including reducing time to go live, improving sales-to-conversion ratios, improving implementation quality, etc
• In addition, you will recruit and hire new Customer Onboarding Managers including managing direct reports – performance reviews, mentoring/coaching, monitoring team MBO’s, etc
• You will own revenue forecasting and delivery for your team and be responsible for owning successful implementation of large, complex accounts
• You will implement delivery processes and tools to ensure optimal execution while ensuring high customer satisfaction for your team – measure, monitor and improve as needed and assist the leadership team with customer escalations for your team
• Lead implementation projects with customers of Tipalti’s rapidly growing SaaS-based Accounts Payable automation solution
• Work with internal/external customer teams to assess business and implementation risks, guide the technical integration process, assist with technical problem solving, and manage internal resources to resolve various customer issues
• Coordinate project timelines, tasks, and development efforts with both the internal engineering team and customer teams to manage implementation projects and ensure we keep customers on plan and on schedule
• Improve internal processes and systems for more efficient customer interactions
• Develop repeatable and scalable processes to improve project quality and delivery
• Share product feedback with Product and Engineering teams to help improve the product
• Contribute to the internal knowledge base so you can share lessons learned with other resources
• Use your technical skills in web applications (e.g. HTML/CSS, iframe, etc.) and web services API’s (e.g. SOAP, REST, etc.) to integrate our products and help in resolution of customer issues