Customer Onboarding Manager

4 weeks ago

Vancouver, British Columbia, Canada Tipalti Full time

Position Summary

We are seeking a highly skilled and experienced Customer Onboarding Manager to join our team at Tipalti. As a key member of our leadership team, you will be responsible for leading implementation projects with customers of our rapidly growing SaaS-based Accounts Payable automation solution.

About the Role

  • Lead implementation projects with customers, working closely with internal and external teams to assess business and implementation risks, guide the technical integration process, and manage internal resources to resolve customer issues.
  • Coordinate project timelines, tasks, and development efforts with both internal engineering teams and customer teams to manage implementation projects and ensure timely delivery.
  • Improve internal processes and systems for more efficient customer interactions, developing repeatable and scalable processes to improve project quality and delivery.
  • Share product feedback with Product and Engineering teams to help improve the product, contributing to the internal knowledge base to share lessons learned with other resources.
  • Use technical skills in web applications and web services APIs to integrate our products and help resolve 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 gathering and documenting requirements and use-cases, and recommending 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.

Preferred Qualifications

  • 3+ years of hands-on experience with implementing and/or integrating with ERP applications such as NetSuite, QuickBooks, Intacct, etc., with a 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

  • 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.

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