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Customer Onboarding Manager

2 months ago

Vancouver, British Columbia, Canada Tipalti Full time
Job Summary

We are seeking a highly skilled 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.

Key Responsibilities
  • Lead implementation projects with customers to ensure successful onboarding and integration of our solution.
  • Work closely with internal and external customer 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.
  • 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 to share lessons learned with other resources.
Requirements
  • 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.
What We Offer
  • 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.