Customer Onboarding Optimization Manager

Position Summary

As a Customer Onboarding Optimization Manager at Tipalti, you will use a data-driven approach to sharpen decision-making and gain a deep understanding of our fast-growing business. You will support our Customer Onboarding organization through meticulous reporting, data analysis, and process management, analyzing onboarding processes, identifying areas for improvement, and implementing strategies that enhance client satisfaction and operational efficiency. You will also play a key role in designing, developing, and rolling out scalable processes that align with the strategic goals of the organization, ensuring sustainable growth and continuous improvement.

Why join Tipalti?

Tipalti is one of the world’s fastest-growing fintech companies. We free finance professionals to lead by modernizing the entire payables operation. We are a well-funded, late-stage start-up backed by high-profile investors. Our 2021 Series F funding round raised $270 million, valuing us at over $8.3 billion. With total funding of just over $550 million, and with more than 4000 global customers, Tipalti is one of the most valuable private fintech companies in the world.

At Tipalti, we pride ourselves on our collaborative culture, the quality of our product, and the capabilities of our people. Tipaltians are passionate about the work they do, and keen to get the job done. Tipalti offers competitive benefits, a flexible workplace, career coaching, and an environment where diverse individuals can thrive and make an impact. Our culture ensures everyone checks their egos at the door and stands ready to reach for success together. 

Founded in Israel in 2010, Tipalti is a global business headquartered in the San Francisco Bay Area (Foster City) with offices in Tel Aviv, Plano, Toronto, Vancouver, London, Amsterdam and Tbilisi.

In this role, you will be responsible for:

• Generate and maintain comprehensive reports to track key performance indicators (KPIs), progress of organizational objectives, and operational efficiency.
• Analyze current customer onboarding processes and workflows to identify bottlenecks andinefficiencies.
• Propose and implement solutions that streamline operations, reduce time-to-value for customers, and enhance overall customer satisfaction.
• Monitor data to identify trends, patterns, and areas for improvement to provide insights to influence proactive decision-making.
• Utilize various analytical tools and methodologies to interpret complex data sets and extract actionable insights and present findings to executives to influence strategic decision-making.
• Collaborate with cross-functional teams to design, implement, and optimize processes, ensuring alignment with organizational goals and objectives.
• Develop and update comprehensive documentation and training materials for internal use, ensuring all team members are equipped with the knowledge and tools needed for effective customer onboarding.
• Contribute to the development and execution of strategic initiatives aimed at enhancing operational efficiency and driving business growth.
• Analyze customer feedback post-onboarding to drive enhancements/improvements.
• Lead the design and rollout of scalable onboarding processes, ensuring they align with the company's strategic vision and growth objectives.
• Be the program and project manager for process-related initiatives collaborating with various cross-functional teams as needed.
• Identify opportunities for continuous improvement and lead initiatives to enhance the efficiency and effectiveness of onboarding operations.
• Act as a forward-thinking and strategic partner within the organization, helping to shape the future direction of customer onboarding processes and practices.
• Ability to construct simple and impactful messages from complex analysis.

About you 

• 8+ Years as an Operational Analyst (or equivalent experience), preferably in the SaaS or Fintech industry.
• Salesforce proficiency for data management and analysis.
• Advanced skills in Excel/Google Sheets for data manipulation, analysis, and visualization (i.e. PowerBI).
• Strong strategic thinking and program management skills, with a proven track record of designing and implementing effective processes.
• Exceptional communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Exceptional problem-solving and analytical skills.
• Attention to detail and a commitment to delivering high-quality results.
• Proficient at process optimization and project management.
• PROSCI Change Management Practitioner is a plus.

 

Our benefits package includes:

• Hybrid