Director of Customer Onboarding

Job Overview:

Are you ready to take your career to the next level? We are seeking a passionate and driven individual to join our Customer Onboarding leadership team and make a significant impact on the experience of AvidXchange’s customers. As a key player on our team, you will have the opportunity to shape the strategic direction of our onboarding initiatives and work with a talented group of professionals, centered around customer obsession, to execute on our vision.

What You'll Do:

• Drive Strategic Initiatives: Contribute to the strategic direction of the Onboarding team by leading and participating in exciting internal initiatives.
• Build a High-Performing Team: Recruit, develop, and retain top talent, creating a team that excels in every aspect.
• Foster Strong Relationships: Build and maintain lasting relationships with your team and collaborate cross-functionally stakeholders within Sales, Product, Operations and Customer Experience departments to enhance the end-to-end experience for all customers entering onboarding.
• Enhance Implementations: Work with your team to continuously improve all implementations and client interactions, driving customer satisfaction.
• Drive Efficiency: Implement processes that result in productivity and efficiency improvements, making our operations smoother and more effective.
• Celebrate Wins: Socialize team wins and initiatives with cross-functional leadership and the company, showcasing our successes.
• Lead Customer Onboarding Projects: Be at the forefront of our customer onboarding efforts, ensuring successful forecasts and executions that delight our clients.
• Collaborate Cross-Functionally: Work closely with the Sales, Customer Success and other departments to enhance the end-to-end experience for all clients entering onboarding.
• Monitor Customer Success: Oversee, monitor, and manage customer adoption and retention, ensuring our clients achieve their goals.

What We’re Looking For:

• Educational Background: A Bachelor’s degree in a related field or equivalent professional experience.
• Extensive Experience: 8+ years of customer experience, with 6+ years leading a high-performing implementation team.
• Global Perspective: Experience navigating large, organizations and developing strong relationships from middle-management to the executive level.
• Implementation Expertise: Proven experience launching and owning interdepartmental implementation initiatives.
• Customer-Obsessed Mindset: A deep understanding of customer needs and the ability to translate them into achievable goals.
• Value-Driven Approach: A desire to drive value for customers and sponsor process and methodology improvement initiatives.
• Multi-Location Management: Experience managing teams in multiple locations.
• Acquisition or Partner Integration: Experience with incorporating acquisitions into a business.
• Technical Savvy: Knowledge and experience working in web-based software and SaaS, with an understanding of data analytics and/or Accounts Payable experience is a plus.
• Travel Opportunities: Periodic travel required, giving you the chance to explore new places and meet new people.
• Advanced Experience: Typically requires a University Degree or equivalent experience and a minimum of 10 years of relevant experience.

 

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