Director of Customer Onboarding

Posted Dec 10

Description

Finexio is the leader in AP Payments as a Service, the leading embedded payments approach for business-to-business payments. Finexio simplifies the way businesses process and receive B2B payments by integrating electronic payments and cash flow improvement solutions directly into customers’ accounts payable and procurement software.

Our vision is a world in which finance leaders only have to decide “what” to pay- Finexio’s software seamlessly handles the “how” and the “when”.

We are growing revenue over 100% per year and are a leading disruptor in the B2B Payments and Fintech industry. The company has raised over $65m in investment and is backed by investors JP Morgan, Discover, NBH Bank, Mendon Venture Partners, and Valley Bank. These investors believe in the mission and technology so much so they are also customers and partners.

Finexio is simplifying the way businesses make and receive business payments by integrating electronic payments and cash flow improvement solutions directly into customers' business process software. Our vision is a world in which finance leaders only have to decide “what” to pay- Finexio’s software seamlessly handles the “how” and the “when”. We are growing 200% per year and a true disruptor in the B2B Payments and Fintech industry.

The Role

We are looking for a Director of Customer Onboarding to tackle an exciting opportunity to re-envision and scale our Customer Onboarding organization through our next phase of growth. This is a hybrid role, responsible for building the Customer Onboarding Program and directly setting the tone for your team through the hands-on delivery of an amazing customer experience with Finexio and will be a key leader within the Finexio Operations team and be responsible for scaling and executing the customer onboarding strategy. This is a critical role that will provide our customers with a smooth and positive launch experience and increase the speed and depth of customer adoption to drive acceleration of Finexio payment volume goals. The ideal candidate should have an understanding, passion and appreciation for data management and integration into Accounts Payable workflow. You will work cross functionally with Sales, Account Management, Payment Operations, Customer Support, Finance and Product teams at Finexio. This is a high visibility role with an exciting opportunity to build out this critical function and quickly make a difference to Finexio hyper growth goals.

Requirements

10+ years of experience leading, building, driving performance of SaaS software implementation teams in the enterprise space
7+ experience onboarding SaaS customers through APIs integrations or custom ETL integrations
5+ Years implementing ERPs Systems (Emphasis on Accounts Payable Module)
5+ years’ experience working with Salesforce and ERP integrations
You have experience building process and teams for scale -- developing content and leveraging technology that enables customers to be self-sufficient in the implementation process
You’ve built clear and measurable KPI guidelines for your services team members and delivered consistently against those KPIs
You have managed complex multi-party, multi department software installation or transformation projects, often delivering on time and under budget
Expertise in SaaS Implementation and Onboarding practices for both direct customers and channel partners
Experience developing, installing, training, and/or supporting B2B solutions.
Experience working in a business environment with growth rates above 50% per year or more
Demonstrated ability for executive and associate level communication and presentation skills
Track record of successfully managing department, strategy and action planning, and fielding escalations
Positive, can-do attitude combined with an ability to manage customer expectations and be assertive and persuasive
Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes.
Entrepreneurial mindset; you’re a builder and passionate about developing processes and processes improvement.
Project Management Professional (PMP) certification

Technical Requirements

Understand modern software architecture fundamentals
Can read and understand technical flow and data diagrams
Strong foundational knowledge of SSO, API & ETL integrations
Must have a strong understanding of ERP systems (Oracle, NetSuite, SAP or Others), Accounts Payable Module
Be able to understand Client technology requirements and convey those to Finexio product and technology teams
Ideal candidate should have experience supporting software engineering, architecture, or product development
Must have Salesforce experience
Experience with project management planning & reporting tools

Other Requirements

Undergraduate degree required
This role is a remote position and will be required to work Eastern time zone hours.
Willingness to occasionally work beyond regular office hours when needed; limited travel is required

Cultural Requirements

Must truly desire to work in a fast paced, startup environment
Naturally collaborative- prefers to work with teams vs. alone
Loves coming to work every day and working on new challenges
Embraces transparency and open discussion of problems, often proposing possible solutions to challenges or barriers to growth
Strong desire to delight customers in all that we do
Open to learning and gaining exposure to new ideas, concepts, unfamiliar business models, and ways of thinking and working
Interest in dramatically changing the way business payments is made in the US

What you will be responsible for:

Leadership

You have experience building for scale -- developing content and leveraging technology that enables customers to be self-sufficient in the implementation process that can go from dozens of customers a month to hundreds.
You will clearly define Finexio's implementation methodology and design Statements of Work (SOWs) that meet the needs of our various customer segments and our customer segmentation strategy
Identify and implement best-in class systems and processes to support Clients in Onboarding, ongoing service delivery and for the benefit of client delivery operational improvements.
Reduce the cycle time to onboarding direct and channel customers, benchmarking team performance on a weekly basis
Understand Finexio’s business goals and how each onboarding project supports those goals
Establish team and individual KPIs and quality performance metrics to measure success and increase team accountability, aligning with department and company goals.
Build out an enhanced reporting mechanism to share team results broadly with company leadership.
Develops strong rapport and trust with all customer contacts, decision makers, and project leads at the customer level to create a positive experience and introduction to working with Finexio.
You will build a training program (in coordination with Product, Operations and Enablement) to ensure your team is at the forefront of Finexio product knowledge and technical requirements
Works strategically with Account Management leadership on customer relationships, monitoring customers financials and revenue projections
You will partner closely with sales and solution consulting teams to ensure customers pre-sale expectations are exceeded in the post-sale experience
Understands each customer's contract and Finexio services sold as well as ensuring unique product offerings are being delivered as expected as part of the onboarding

Cultural Requirements

Must truly desire to work in a fast paced, startup environment
Naturally collaborative- prefers to work with teams vs. alone
Loves coming to work every day and working on new challenges
Embraces transparency and open discussion of problems, often proposing possible solutions to challenges or barriers to growth
Strong desire to delight customers in all that we do
Open to learning and gaining exposure to new ideas, concepts, unfamiliar business models, and ways of thinking and working
Interest in dramatically changing the way business payments is made in the US
Drive communication to the onboarding team on any new final products, operational changes or procedures that will affect a customer
Create a knowledge database which contains all documentation for internal and external communications
Maintains an understanding of customers’ immediate, short, and long-term business needs to help identify and prioritize customer-driven enhancements
Identify opportunities for creating more efficient and scalable solutions to the onboarding process and design and implement digital automation
Lead the team to implement new standards and project plans and ensure your team is at the forefront of Finexio product knowledge and technical requirements
Partner with product and engineering to continuously improve products and be a voice in the product roadmap

Project Management

Manages the implementation process of onboarding customers to Finexio
Acts as the point person by communicating and coordinating all onboarding activities with customer and providing direction to the internal implementation team
Develops the project plan for each implementation
Determines key performance indicators while maintaining schedule and scope
Responsible for executing project plans on time and consulting with stakeholders and providing direction to the implementation team when timelines change
Collaborates with internal teams to schedule deliverables and ensure project success
Identifies project gaps and makes recommendations to improve the onboarding process
Determines and manages program risks effectively
Answers customer questions and guides them to a successful implementation of Finexio
Communicates strategic milestones to customers and internal stakeholders

Benefits

Why You’ll Love Working at Finexio:

Culture: We are a humble, client-first team that is focused on collaborative data-driven success.
Speed: We move fast, love new ideas and give you the opportunity to push your limits.
Growth: We are expanding rapidly into new markets, launching new services and creating a world-class company

What We Offer:

The chance to work in a fast-paced start-up environment with experienced industry leaders
An environment where you can dive deep into the latest technologies and make a real, measurable impact
Employee Engagement – Quarterly virtual team building activities and monthly team lunches
Competitive salary and stock options
Medical, dental, and vision
Unlimited Vacation Policy

Compensation: $ 125,000 - $175,000 + equity