Manager of Customer Onboarding

Job Overview: 

We are seeking an innovative and results-driven leader to join our Customer Onboarding leadership team and play a pivotal role in shaping the customer experience at AvidXchange. In this role, you will lead a high-performing implementation team, delivering a world-class onboarding experience that sets the stage for long-term client success. You will be responsible for scaling and optimizing the onboarding function to accelerate time-to-value, drive product adoption, and build a strong foundation for ongoing customer engagement and satisfaction. 

What you will do: 

• Lead a High-Performing Team: Deliver strategic and hands-on guidance to an implementation team tasked with onboarding a broad range of customers with varying degrees of complexity, ensuring success and efficiency.
• Drive Strategy Through Data: Leverage data from key performance metrics, customer feedback, and project milestones to develop actionable insights and compelling narratives that guide strategic decisions and optimize operational outcomes.
• Coaching and Development: Track teammate performance against defined success metrics and provide actionable coaching in areas of improvement. Foster a culture of accountability and excellence by delivering constructive feedback across all levels to optimize project execution and team outcomes.
• Escalation Support & Complex Problem Solving: Apply strong problem-solving and critical thinking skills to support teammates in navigating complex projects and resolving customer escalations effectively.
• 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.
• Celebrate Wins: Socialize team wins and initiatives with cross-functional leadership and the company, showcasing our successes.

  

What we are looking for: 

• Educational Background: A Bachelor’s degree in a related field or equivalent professional experience.
• Leadership Experience: A minimum of 2 years of people management experience.
• Implementation Experience: Prior experience implementing customers in a Saas environment.
• Connectedness with Teammates: Passion for coaching and developing teammates using servant and situational leadership strategies.
• Customer-Obsessed Mindset: A deep understanding of customer needs and the ability to translate them into achievable goals.
• Change Management Expertise: Demonstrates the ability to explain and gain alignment around the “why” behind frequent changes and contending demands.
• Analytical Approach: Ability to develop clear processes for tracking performance across products and projects, using data from multiple sources to improve team effectiveness and project outcomes.
• Stakeholder Communication & Influence: Demonstrates excellent communication and collaboration skills when managing, informing, and influencing key stakeholders at all levels of the organization. Skilled at distilling complex information into clear, concise executive-level summaries to support informed decision-making.

 

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