Customer Experience Manager

**Position Summary**

We are seeking a talented Customer Experience Manager (CXM) to step into a fintech unicorn rocketship

A Customer Experience Manager (CXM) is a role that bridges the gap between a company's technical team and its clients. CXMs typically work in the technology or software industry and are responsible for providing personalized support, guidance, and technical expertise to clients. Their primary goal is to ensure that clients' technical needs are met and that they receive maximum value from the products or services they've purchased.

**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 4000 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**:

- **Client Relationship Management**:CXMs establish and maintain strong relationships with clients. They serve as the main point of contact for technical matters and act as a liaison between clients and the internal teams
- **Technical Expertise**: CXMs possess in-depth knowledge of the company's products, services, and technologies. They understand the technical aspects of the offerings and can effectively communicate and troubleshoot technical issues.
- **Needs Assessment**: CXMs work closely with clients to understand their unique technical requirements and business goals. Based on this understanding, they provide recommendations and solutions that align with the client's needs.
- **Customization and Integration**:Depending on the client's needs, CXMs may assist in customizing and integrating the company's products or services into the client's existing systems and workflows.
- **Issue Resolution**:When technical issues arise, CXMs provide timely and effective troubleshooting support. They collaborate with internal teams to ensure swift issue resolution.
- **Proactive Support**:CXMs anticipate potential technical challenges and provide proactive guidance to prevent issues from occurring. This can include best practices, optimization strategies, and regular check-ins.
- **Training and Education**:CXMs educate clients on how to use the products or services effectively. They may provide training sessions, workshops, and documentation to ensure clients are empowered to utilize the offerings to their fullest potential.
- **Account Growth and Expansion**:CXMs identify opportunities for upselling or cross-selling additional products or services that align with the client's evolving needs.
- **Performance Tracking**:CXMs monitor the performance of the products or services for each client and provide regular reports on usage, trends, and outcomes.
- **Collaboration**:CXMs collaborate with various internal teams, such as sales, product development, and support, to ensure a seamless customer experience.

**About you**
- Experience with Netsuite / QuickBooks or other ERP systems, and knowledge of accounting is a big plus.
- Ability to clearly articulate solutions to complex technical issues, post-investigation.
- Ability to manage high ticket volumes with proven ability and willingness to learn new skills.
- Ability to prioritize, multi-task, and perform effectively under pressure.
- This is a hybrid position and requires you to be in the office Monday, Tuesday, and Thursday.

**Bonus points if you have**:

- Experience in working with Zendesk, Salesforce, JIRA, etc.
- Experience with Payments / Fintech.
- Experience in an enterprise software or SAAS company.
- Ability to read database tables using SQL queries.

**Our enticing benefits package features**:

- 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
- Maternity, Paternity and Fertility Treatment benefits
- 15 days of PTO
- Subsidized lunch on office days
- Fresh fruit, snacks & drinks in office
- Dog-friendly office
- Conveniently located close to transit
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