Who you are

• 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

What the job involves

• 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
• 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

Benefits

• Hybrid work model
• Equity packages
• Company events
• Collaborative work spaces
• Opportunities for professional growth
• Inclusive community
• Global opportunities and exposure
• Authentic colleagues
• Autonomy