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Onboarding Program Manager

2 months ago

London, Greater London, United Kingdom Tipalti Full time
About the Role

We are seeking an experienced Onboarding Program Manager to join our Customer Onboarding Team at Tipalti. As a key member of our team, you will be responsible for delivering a best-in-class experience for our clients across the full end-to-end onboarding journey.

Key Responsibilities
  • Manage multiple onboarding projects of differing complexity and size simultaneously, ensuring timely and successful delivery.
  • Develop and implement standardized onboarding methodologies, ensuring consistency and efficiency across all projects.
  • Collaborate with internal and external stakeholders to document timelines and plans for onboardings, leveraging experience from previous onboardings to drive continuous improvement.
  • Establish and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for each onboarding project, ensuring alignment with client expectations and regional Head of Onboarding.
  • Identify and capture lessons learned to enhance the onboarding journey, driving process improvements and best practices to enhance program efficiency and effectiveness.
Client Experience
  • Build strong relationships with clients, demonstrating a deep understanding of their industry and challenges, and designing onboarding processes to address their needs and goals.
  • Develop and implement strategies to enhance the customer onboarding experience, sharing industry best practices and consultative skills to drive successful adoption of the Tipalti solution.
  • Manage relationships amongst stakeholders, building confidence and trust through clear professional communication and transparent expectation management.
Stakeholder Management
  • Work closely with Client Facing Teams, Business Development, and other internal Tipalti Teams, such as Legal, Risk, Compliance, and Product, to ensure seamless onboarding experiences.
  • Provide progress reports to relevant Steering Committees, Client Relationships Leads, and other key internal and external stakeholders on the status of the onboarding journey.
  • Share insights and best practices with team members, fostering a culture of learning and collaboration, and ensuring knowledge transfer to Client Facing teams at the end of the onboarding journey.
Requirements
  • 5+ years of Program management experience, preferably in SaaS or Fintech industry.
  • Proven track record of stakeholder management and strong communication skills, both internal and external.
  • Understanding of the P2P processes and ability to manage client expectations through effective communication and risk management.
  • Superior collaboration and communication skills to interact with Technical Teams, Finance Teams, and Operations Teams.
What We Offer

At Tipalti, we offer a collaborative culture, competitive benefits, a flexible workplace, career coaching, and an environment where diverse individuals can thrive and make an impact. We are a well-funded, late-stage start-up backed by high-profile investors, with a focus on driving excellent client service and understanding the needs of our clients.

We are committed to building lasting connections with our clients and partners, and we are looking for talented individuals who share our passion for innovation and customer satisfaction.