Director, Customer Onboarding

Tipalti•Plano, TX

22d•$136,000 - $195,000

About The Position

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. Key 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. 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.

Requirements

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.

Responsibilities

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.
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.
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.
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.