Onboarding Program Manager

TN United Kingdom; London; Hybrid; GBP 60,000 - 95,000; Full time

Job summary

An established industry player is seeking an experienced Onboarding Program Manager to lead the onboarding process for complex client implementations. This role is pivotal in ensuring a seamless onboarding experience by managing multiple projects, building strong client relationships, and driving process improvements. The ideal candidate will possess extensive program management experience, particularly within the SaaS or Fintech sectors, and demonstrate exceptional communication and stakeholder management skills. Join a collaborative team that values innovation and strives for excellence in client service, where your contributions will have a significant impact on customer satisfaction and operational success.

Benefits

Flexible Workplace

Career Coaching

Competitive Benefits

Collaborative Culture

Qualifications

• 5+ years of experience in program management, preferably in SaaS or Fintech.
• Strong stakeholder management and communication skills are essential.

Responsibilities

• Manage the end-to-end client onboarding experience for complex implementations.
• Build relationships with clients to enhance their onboarding journey.

Skills

Program Management

Stakeholder Management

Communication Skills

Consultative Approach

Risk Management

Continuous Improvement Mindset

Education

Project Management Qualification

Job description

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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 3000 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.

With a focus on driving excellent client service and understanding the needs of our clients, we are continually enhancing the onboarding approach. As a result, we are looking for an experienced Onboarding Program Manager to join our Customer Onboarding Team, which is integral to Tipalti.

The purpose of this role is to manage and own the end-to-end client onboarding experience within Tipalti for our large complex implementations. This will encompass the onboarding journey for new and existing customers.

The role holder will be required to demonstrate excellent program management, communication, stakeholder management and strategic thinking skills.

Key responsibilities:

The responsibilities of the role include, but are not limited, to:

Onboarding Program Management

• Accountable for delivering a best-in-class experience for our clients across the full end-to-end onboarding journey.
• Managing multiple onboarding projects of differing complexity and size simultaneously (may also be across different geographical regions).
• Documenting the timelines and plan for onboardings in consultation with internal and external stakeholders, whilst drawing on experience from previous onboardings.
• Operating a standardised and consistent adoption of the Tipalti onboarding methodology, whilst ensuring the appropriate level of resources are made available throughout.
• Be responsible for creating specific SLAs / KPIs for each onboarding and managing the team against these and appropriate escalation to the regional Head of Onboarding where required.
• Identify and capture lessons learned to enable continuous improvement of the onboarding journey.
• Drive process improvements and best practices to enhance program efficiency and effectiveness.

Client Experience

• Build relationships with clients by demonstrating a strong understanding of the industry they operate in and ability to design the onboarding process to address their motivators, challenges and goals.
• Demonstrate consultative skills through developing and implementing strategies to enhance the customer onboarding experience, through sharing industry best practices.
• Manage and implement change management processes and strategies with our clients to ensure successful adoption of the Tipalti solution.
• Manage relationships amongst stakeholders by building confidence and trust with clear professional communication and transparent expectation management.
• Ability to manage relationships with the client's third parties as required throughout the onboarding journey.

Stakeholder Management

• Work within a partnership model which includes Client Facing Teams, Business Development and other internal Tipalti Teams such as Legal, Risk, Compliance, Product.
• Managing the onboarding plan and providing progress reports to relevant Steering Committees, Client Relationships Leads and other key internal and external stakeholders on the status of the onboarding through the stages of the life cycle.
• Demonstrate strong influencing and conflict management skills.
• Share insights and best practices with team members, fostering a culture of learning and collaboration. Ensure that there is appropriate knowledge transfer to Client Facing teams at the end of the onboarding journey.

Risk and Issue Escalation

• Identify potential risks and develop mitigation strategies to minimise impact on program outcomes and onboarding progress.
• Proactively identify and address challenges that arise during program implementation, leveraging creative solutions to achieve desired outcomes.
• For complex and strategic onboardings in particular, attend client Steering Groups (or equivalent) and provide updates on the status of the onboarding against SLAs/KPIs set.
• Act on real-time feedback and escalate issues effectively and in a timely manner.

People Management

• Ability to engage, coach and motivate other Onboarding Managers within the team and act as an escalation point for queries of more junior team members.
• May be required to line manage more junior project managers and work alongside senior leadership to feed into team succession plans.

About you

Skills, knowledge, expertise:

• 5+ years of Program management experience preferably in SaaS or Fintech industry.
• Proven track record of stakeholder management and strong communication skills (both internal to the business and external).
• Has worked in the SaaS industry and understands the challenges that our clients face, as well as the markets we work in and the services we deliver.
• Understanding of the P2P processes would be preferable.
• Superior collaboration/communication skills to interact with Technical Teams, Finance Teams, Operations Teams from C Level to end users.
• Ability to manage client expectations through effective communication and appropriate risk management.
• Experience in adopting a consultative approach in addressing issues and creating solutions.
• Strong alignment to Tipalti’s corporate values.
• Project management qualification(s) or equivalent would be preferable.
• Ability to quickly learn new information, processes and procedures.
• Proven ability to meet deadlines and proactively identify and resolve problems.
• A self-starter with the ability to work independently, and as part of a team, on concurrent initiatives.
• Strong continuous improvement mindset and experience in identifying process and efficiency improvements.
• Attention to detail and commitment to delivery excellence and delighting the customer.
• Remains calm, effective, and positive even when under pressure; takes ownership for delivering outcomes and is pragmatic and action orientated.

KPIs:

• Increased client satisfaction evidenced via CSAT & NPS scores/onboarding questionnaires.
• Employee Engagement
• Successful execution of onboarding and adherence to client KPIs/SLAs for each journey

Location: Based in London. Travel may be required on a periodic basis to Tipalti or customer locations to build relationships with clients / the team.

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Interested in learning more about us?

Tipalti is the only company handling both global partner payments and accounts payable workflows for high-velocity companies across the entire financial operations cycle: onboarding and managing global suppliers, instituting procurement controls, streamlining invoice processing and approvals, executing payments around the world, and reconciling payables data across a multi-subsidiary finance organization. Tipalti enables companies to scale quickly by making payables strategic with operational, compliance, and financial controls. Through Tipalti, our clients can efficiently and securely pay thousands of partners and suppliers in 196 countries within minutes.

Tipalti is fueled by a commitment to our customers and a desire to build lasting connections. Our client portfolio includes high-velocity businesses such as Amazon Twitch, GoDaddy, Roku, WordPress.com, and ZipRecruiter. We work hard for our 98% customer retention rate which is built on trust, reliability and innovation. Tipalti means we handled it" - a mission to which we are constantly committed.

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