Manager, Customer Onboarding

Position Summary

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.

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 5000 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:

• Strategically leading and overseeing complex implementation projects for Tipalti's rapidly growing SaaS-based Accounts Payable automation solution for enterprise-level customers.
• Collaborating with internal and external executive teams constantly to conduct comprehensive assessments of business and implementation risks, architecting technical integration strategies, providing expert technical problem-solving, and orchestrating internal resources for critical customer issue resolution.
• Masterfully coordinating intricate project timelines, tasks, and development efforts with both internal engineering teams and high-profile customer stakeholders to ensure rigorous adherence to customer onboarding plans and schedules.
• Driving continuous improvement initiatives by identifying and optimizing internal processes and systems for enhanced customer interactions and operational efficiency.
• Developing and scaling robust, repeatable processes to significantly elevate project quality and accelerate delivery timelines across the portfolio.
• Acting as a critical conduit for product feedback, synthesizing insights from customer implementations and proactively collaborating with Product and Engineering teams to influence product evolution/enhancement and innovation.
• Championing knowledge sharing by contributing on an ongoing basis to the internal knowledge base, fostering a culture of continuous learning and best practice dissemination.
• Leveraging advanced technical expertise in web applications (e.g., HTML/CSS, iframe, etc.) and web services APIs (e.g., SOAP, REST, etc.) to drive seamless product integrations and provide sophisticated solutions for complex customer challenges.

About you

• 3+ years of progressive implementation/customer onboarding leadership experience, with a proven track record of managing high-performing teams.
• 8+ years of hands-on, senior-level implementation experience with complex SaaS applications in an enterprise environment.
• Demonstrated expertise in leading strategic workshops, including sophisticated requirements gathering and documentation, advanced use-case development, and the recommendation of optimized business processes.
• Experience in strategic account and customer relationship management at an executive level.
• Exceptional analytical acumen, critical thinking, and advanced problem-solving capabilities for highly intricate technical and business challenges.
• Superior communication, strategic project portfolio management, and advanced multi-tasking skills in a dynamic, high-growth environment.
• Detail-oriented and exceptionally organized, with a meticulous approach to complex projects.
• Proven ability to thrive and lead in a fast-paced, deadline-driven, start-up environment, demonstrating resilience and adaptability.
• Deep passion for delivering unparalleled customer success and empowering teams to achieve excellence.
• BA/BS in a related field or equivalent advanced experience

Preferred

• 5+ years of hands-on, in-depth experience with implementing and/or integrating with enterprise-level ERP applications such as NetSuite, QuickBooks, Intacct, etc., with a strong focus on Accounts Payable functionality (procure-to-pay).
• Significant experience with complex payment systems and/or a leadership role within a high-growth Fintech company.
• Advanced proficiency in leveraging Ticketing Systems (Zendesk, JIRA, etc.) and CRM systems (Salesforce) for strategic insights and operational efficiency.
• Expert ability to read, debug, and deeply understand web applications (HTML, CSS, JavaScript, API calls, etc.) to troubleshoot and guide technical integrations.
• Comprehensive experience with compliance and regulatory processes in a global context.

Our benefits package includes:

• Hybrid working model that requires you to be in office Monday, Tuesday, and Thursday
• Competitive salary and stock options
• Matching RRSP
• Extended benefits, Employee Assistance Program, life insurance, AD&D, LTD
• 15 days of PTO
• Subsidized lunch on office days
• Fresh fruit, snacks & drinks in office
• Dog-friendly office
• Conveniently located close to transit
• Phone/internet allowance 
• Regular company-wide social events
• Multiple ERG groups celebrating our diversity and creating an inclusive culture 

Anticipated base pay rate for this position: $130,000 - $145,000 CAD. 
Variable (commission or bonus) pay rate will be paid in addition to base salary noted above.

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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/