On behalf of Tipalti, SD Solutions is looking for a talented Customer Onboarding Director, Americas Customer Onboarding and Colombia Site Lead to step onto a fintech unicorn rocketship!
SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer.
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. Key responsibilities include driving customer adoption, minimizing time to go live, and improving implementation quality. You will recruit and manage Onboarding Managers, oversee direct reports, conduct performance reviews, and track team objectives.
Additionally, you will serve as the Site Leader for the Colombia office. As a site leader, you will be pivotal in fostering a positive and inclusive workplace culture that promotes teamwork, respect, and open communication among all departments.
Responsibilities:
- 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.
- Customer Project Delivery:
- Oversee the successful delivery of customer projects, ensuring they are completed successfully and efficiently.
- Develop and implement best practices, methodologies, and tools to enhance project delivery and customer satisfaction.
- Act as an escalation point for project-related issues and work to resolve them promptly.
- Capacity Planning:
- Develop and implement capacity planning processes to ensure the team can meet current and future demand.
- Monitor resource utilization and adjust staffing levels to optimize efficiency and effectiveness.
- Collaborate with other departments to forecast and plan for upcoming projects and initiatives.
- Customer Engagement:
- Serve as a trusted advisor to customers, understanding their needs and ensuring Tipalti’s solutions meet their business objectives.
- Create and implement a process for regular customer reviews and feedback to drive continuous improvement.
- Represent Tipalti at industry events, conferences, and customer meetings.
- Site Leader
- Foster a positive workplace culture that promotes teamwork, open communication, and an ownership mindset.
- Collaborate with other departments to align initiatives and share best practices.
- Serve as the escalation point of contact for office needs, ensuring effective communication between staff and senior management to address challenges and facilitate solutions.
Requirements:
- Bachelor’s degree in Business, Finance, Information Technology, or a related field; MBA or an advanced degree preferred.
- 10+ years of experience in implementation, with a strong background in delivering customer projects.
- Proven experience in ERPs and/or Fintech space
- Demonstrated success in managing diverse teams and driving high performance and customer satisfaction levels.
- 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.
About the company:
It is a global payables automation platform that provides a cloud solution to scale and automate global payables operations. The startup has already raised $565M funding.
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