Customer Experience Manager

Customer Experience Manager (CXM)

We are seeking a talented Customer Experience Manager (CXM) to step into a fintech unicorn rocketship!

A Customer Experience Manager (CXM) is a role that bridges the gap between a companys technical team and its clients. CXMs typically work in the technology or software industry and are responsible for providing personalized support guidance and technical expertise to clients. Their primary goal is to ensure that clients technical needs are met and that they receive maximum value from the products or services theyve purchased.

Why join Tipalti

Tipalti is the AI-powered platform for finance automation elevating how finance teams operate in the global economy. We empower our customers to scale faster and smarter by removing the complexities of doing global business and accelerating their finance operations efficiency. Our platform provides a comprehensive suite of finance automation solutions designed for mid-market businesses across accounts payable global payouts procurement employee expenses corporate cards supplier management tax compliance and treasury. Tipalti partners with leading financial institutions such as Citi Wells Fargo J.P. Morgan and Visa enabling over 5000 global companies to efficiently and securely pay millions of suppliers and payees across 200 countries and territories in 120 currencies.

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 oers 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.

Founded in Israel in 2010 Tipalti is a global business headquartered in the San Francisco Bay Area (Foster City) with offices in Tel Aviv Plano Toronto Vancouver London Amsterdam Tbilisi and Medellin.

In this role you will be responsible for:

• Client Relationship Management: CXMs establish and maintain strong relationships with clients. They serve as the main point of contact for technical matters and act as a liaison between clients and the internal teams
• Technical Expertise: CXMs possess in-depth knowledge of the companys products services and technologies. They understand the technical aspects of the offerings and can effectively communicate and troubleshoot technical issues.
• Needs Assessment: CXMs work closely with clients to understand their unique technical requirements and business goals. Based on this understanding they provide recommendations and solutions that align with the clients needs.
• Customization and Integration: Depending on the clients needs CXMs may assist in customizing and integrating the companys products or services into the clients existing systems and workflows.
• Issue Resolution: When technical issues arise CXMs provide timely and effective troubleshooting support. They collaborate with internal teams to ensure swift issue resolution.
• Proactive Support: CXMs anticipate potential technical challenges and provide proactive guidance to prevent issues from occurring. This can include best practices optimization strategies and regular check-ins.
• Training and Education: CXMs educate clients on how to use the products or services effectively. They may provide training sessions workshops and documentation to ensure clients are empowered to utilize the offerings to their fullest potential.
• Account Growth and Expansion: CXMs identify opportunities for upselling or cross-selling additional products or services that align with the clients evolving needs.
• Performance Tracking: CXMs monitor the performance of the products or services for each client and provide regular reports on usage trends and outcomes.
• Collaboration: CXMs collaborate with various internal teams such as sales product development and support to ensure a seamless customer experience.
• Overall a Customer Experience Manager plays a crucial role in ensuring that clients receive exceptional technical support and achieve their desired outcomes with the companys products or services. The specific responsibilities and qualifications for this role may vary depending on the company and industry.

About you

• Experience with Netsuite / QuickBooks or other ERP systems and knowledge of accounting is a big plus.
• Ability to clearly articulate solutions to complex technical issues post-investigation.
• Ability to manage high ticket volumes with proven ability and willingness to learn new skills.
• Ability to prioritize multitask and perform effectively under pressure.
• This is a hybrid position and requires you to be in the office on Monday Tuesday and Thursday.

Advantages:

• Experience in working with Zendesk Salesforce JIRA etc.
• Experience with Payments / Fintech.
• Experience in an enterprise software or SAAS company.
• Ability to read database tables using SQL queries.

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.