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 company's 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 they've 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 5,000 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 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.

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 company's 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 client's needs.

• Customization and Integration: Depending on the client's needs, CXMs may assist in customizing and integrating the company's products or services into the client's 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 client's 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 company's products or services. The specific responsibilities and qualifications for this role may vary depending on the company and industry.

About you

• Experience with Netsuite / Quick Books 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.

Our Mission

Our mission is to elevate 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. We are the AI-powered platform that automates finance.

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, Go Daddy, Roku, Word Press.com, and Zip Recruiter. We work hard for our 99% customer retention rate which is built on trust, reliability and innovation. Tipalti means we handled it" - a mission to which we are constantly committed.

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 hr@tipalti.com for assistance.

AI Use
We may use artificial intelligence and automated systems (collectively "AI") to screen, assess, and select candidates during our recruitment process. This includes resume screening, skills assessment, and candidate matching. You have the right to request human review of any automated decision. For more information about how we collect and use personal data and information during recruitment, please refer to our Job Candidate Privacy Notice. For additional questions about our use of AI during our recruitment process, you can contact hr@tipalti.com.

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:

Job Candidate Privacy Notice | Tipalti

www.tipalti.com/privacy/job-candidate-privacy-notice/