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. Key responsibilities include driving customer adoption, minimizing time to go live, and improving implementation quality. You will recruit and manage Onboarding Managers, oversee direct reports, conduct performance reviews, and track team objectives. Additionally, you will serve as the Site Leader for the Colombia office. As a site leader, you will be pivotal in fostering a positive and inclusive workplace culture that promotes teamwork, respect, and open communication among all departments. In this role, you will be responsible for: 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. Customer Project Delivery: Oversee the successful delivery of customer projects, ensuring they are completed successfully and efficiently. Develop and implement best practices, methodologies, and tools to enhance project delivery and customer satisfaction. Act as an escalation point for project-related issues and work to resolve them promptly. Capacity Planning: Develop and implement capacity planning processes to ensure the team can meet current and future demand. Monitor resource utilization and adjust staffing levels to optimize efficiency and effectiveness. Collaborate with other departments to forecast and plan for upcoming projects and initiatives. Serve as a trusted advisor to customers, understanding their needs and ensuring Tipalti’s solutions meet their business objectives. Create and implement a process for regular customer reviews and feedback to drive continuous improvement. Represent Tipalti at industry events, conferences, and customer meetings. Foster a positive workplace culture that promotes teamwork, open communication, and an ownership mindset. Collaborate with other departments to align initiatives and share best practices. Serve as the escalation point of contact for office needs, ensuring effective communication between staff and senior management to address challenges and facilitate solutions. About you Bachelor’s degree in Business, Finance, Information Technology, or a related field; MBA or an advanced degree preferred. 10+ years of experience in implementation, with a strong background in delivering customer projects. Proven experience in ERPs and/or Fintech space. Demonstrated success in managing diverse teams and driving high performance and customer satisfaction levels. 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. Tipalti is posting this job opening for and on behalf of SDS (Cyprus) Limited and/or SDS Tbilisi Limited, LLC (both are hereinafter referred to as “SDS”). Any potential employment and/or consulting arrangements entered into, as it relates to this job opening, will be between you and SDS. Tipalti shall not be held responsible for the information and contents contained in this job posting, or for any issues arising out of or related to this job posting. Accommodations Tipalti champions inclusive teams, in which every voice counts. We are committed to recruiting diverse candidates with varied personal experiences and abilities. We welcome applications from candidates belonging to historically underrepresented or disadvantaged groups, and maintain an equitable Talent Acquisition process that is free from discrimination. As an equal opportunities employer, Tipalti complies with employment and human rights laws across the various jurisdictions in which we operate. Should you require reasonable adjustments or accommodations during the recruitment process, including access to alternate formats of materials, meeting spaces, or other accommodations that could better enable your full participation, please reach out to [email protected] for assistance. Privacy We are committed to protecting the privacy interests of job applicants and candidates. For more information about our privacy practices during our Talent Acquisition process, please refer to our Job Candidate Privacy Notice below: www.tipalti.com/privacy/job-candidate-privacy-notice/ #J-18808-Ljbffr