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.
Key Responsibilities:
- 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.
Qualifications:
- 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.
The anticipated base pay rate for this position is 133,000-190,000 CAD annually.
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.
Expected Total Compensation: $159,600 - $228,700 CAD annually (includes base salary plus target bonus).
The compensation information, above, reflects our reasonable expectation for this role based on several factors, including current market conditions. Final compensation will be determined through individual assessment of experience, skills, qualifications, and other job-relevant factors. Actual offers may vary within or, only in exceptional circumstances, outside the stated range based on the candidate's unique qualifications and our comprehensive evaluation process. We are committed to equitable compensation practices in compliance with applicable employment laws.
Our Mission
Our mission is to elevate how finance teams operate in the global economy. We empower our customers to scale faster and smarter by removing the complexities of doing global business and accelerating their finance operations efficiency. We are the AI-powered platform that automates finance.
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 99% 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 [email protected] for assistance.
AI Use
We may use artificial intelligence and automated systems (collectively "AI") to screen, assess, and select candidates during our recruitment process. This includes resume screening, skills assessment, and candidate matching. You have the right to request human review of any automated decision. For more information about how we collect and use personal data and information during recruitment, please refer to our Job Candidate Privacy Notice. For additional questions about our use of AI during our recruitment process, you can contact [email protected].
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/
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