Manager of Customer Onboarding

Job Overview:

As a Manager of Customer Onboarding, you will lead a team of 10-15 direct reports, consisting of customer-facing Project Managers and/or Configuration Specialists. You will provide direction to your teammates to ensure a high-quality customer experience during implementation, accurate forecasting of customer go lives, and project management data accuracy. You will also act as a primary escalation path for your team’s onboarding customers when there are project related issues that the project team is unable to resolve on their own. You will also be responsible for identifying and/or leading special projects that help improve the business.

 

What you will do:

· Provide strategic and tactical direction to a team of Project Managers and/or Configuration Specialists who are onboarding a variety of moderate to high complexity customers.

· Use a variety of quality assurance techniques, including data analysis, teammate engagement, customer outreach, and milestone call reviews to ensure projects are being delivered and documented satisfactorily.

· Monitor performance of teammates against key metrics and provide guidance on specific areas for improvement.

· Leverage problem solving and critical thinking skills when supporting teammates with challenging projects or customer escalations.

· Provide constructive feedback to teammates, peers and managers to drive project delivery efficiency and effectiveness.

· Build relationships and collaborate with cross-functional leaders during special projects and when assisting teammates with risk and issue management that exist within or outside of Customer Onboarding.

· Socialize team victories, implementation challenges, and lessons learned with the leadership team to gain alignment and identify opportunities for improvement in the business.

 

What we are looking for:

-Bachelor’s degree, or minimum of 3 years of experience in customer facing software implementations.

· Minimum of 3 years of People Management experience.

· Prior experience with SmartSheet or similar project planning software

· Proficient with Project Management methodologies and software tools.

· Passion for coaching and developing teammates using servant and situational leadership strategies.

· Ability to promote a high performing culture and supportive atmosphere with a fun and positive energy while achieving business objectives.

· Demonstrates strong interpersonal skills by developing and maintaining positive and productive working relationships with external and internal customers.

· Excellent communication and partnership skills when managing, informing and influencing outcomes with key stakeholders at all levels across the company, including the ability to consolidate detailed information into a well written executive level summary.

· Ability to put a structure in place to evaluate key metrics across all implementation projects/products while utilizing a variety of analytical sources to improve overall performance of the team and project execution.

· Strong understanding of the extent and importance of critical business issues and effectively communicates how they impact the team.

· Demonstrates the ability to explain and gain alignment around the “why” behind frequent changes and contending demands.

 

About AvidXchange

AvidXchange is a leading provider of accounts payable (“AP”) automation software and payment solutions for middle-market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone who works here, they’ll tell you our people are at the core of who we are. We focus on creating a culture of Diversity, Inclusion & Belonging, and are proud to be a safe place where teammates can bring their whole selves to work. At AvidXchange, mindset is everything. We are Connected as People, Growth Minded, and Customer Obsessed. These three mindsets represent our culture – who we are, who we’ve always been, and they guide us to improve every day. Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,600 teammates working across the U.S., or remotely. AvidXchange is proud to be Certified™ as a Great Place to Work®. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years – that AvidXchange is a Great Place to Work®. 

Who you are: 

• A go-getter with an entrepreneurial mindset – that means you are not afra