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 3000 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.

In this role, you will be responsible for:

• 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.

About you

• 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.  

Preferred

• 3+ years of hands-on experience with implementing and/or integrating with ERP applications such as NetSuite, QuickBooks, Intacct, etc. with focus on Accounts Payable functionality (procure to pay).
• Experience with payment systems and/or working at a Fintech company.
• Experience in working with Ticketing Systems (Zendesk, JIRA, etc.) and CRM systems (Salesforce).
• Ability to read, debug, and understand web applications (HTML, CSS, JavaScript, API calls, etc.)
• Experience with compliance and regulatory processes.

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 

The anticipated base pay rate for this position is $150,000 - $160,000 CAD per annum. Variable pay rate will be paid in addition to the base salary noted. 

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