Description

Stampli is seeking an execution-focused CX Manager with deep expertise in ERP implementations, P2P workflows, ERP integrations, and AI-enabled operations. This person will serve as a senior problem solver, strong 3rd-level support owner, and ERP integration domain expert, ensuring complex customer issues are diagnosed, prioritized, and resolved efficiently.

This is not a traditional relationship-management role or an additional communication layer. It is a hands-on role for someone who understands how ERP systems behave in real customer environments and can determine whether an issue stems from configuration, workflow, master data, permissions, integration logic, or product behavior.

This role owns the ERP integration domain. That includes investigating customer issues, bugs, and enhancement requests related to the integration between Stampli and customer ERP systems, designing the right functional solution, and working closely with Engineering to deliver fixes and improvements. This is not a Product Management role, but it does require full ownership of ERP-related solution design for customer issues and requests.

The role also works closely with Product to ensure ERP integration changes do not negatively impact other Stampli modules, workflows, or product behavior. The ideal candidate brings hands-on ERP implementation experience, strong understanding of finance and P2P processes, and the ability to translate customer needs and ERP behavior into clear, actionable requirements.

The role operates in a highly AI-enabled environment. The ideal candidate is comfortable using AI daily and designing workflows where AI agents support analysis, escalation management, investigation, summarization, and communication.

You'll partner with teams in Israel and the US and report to the Director of Customer Experience.

What You Will Do

• Own the ERP integration domain for customer-facing issues, bugs, and enhancement requests between Stampli and customer ERP systems.
• Serve as the go-to 3rd-level support resource for complex customer issues involving ERP behavior, accounting workflows, integration logic, and P2P execution.
• Investigate and resolve non-engineering issues related to ERP configuration, approval routing, master data, permissions, posting rules, entity/subsidiary setup, and other non-product root causes.
• Investigate issues across invoice processing, approvals, PO/non-PO flows, coding, matching, posting, sync failures, data transfer gaps, and payment-related workflows.
• Distinguish between issues caused by customer setup, workflow, configuration, or data and those that require Engineering involvement.
• Define functional solutions and requirements for ERP integration bugs, missing data flows, sync issues, and enhancement requests.
• Work closely with Engineering to ensure ERP integration fixes and enhancements are clearly defined, implemented, and validated.
• Partner with Product to assess and manage the impact of ERP integration changes on other Stampli modules, workflows, and system behavior.
• Ensure proposed solutions are compatible with customer ERP constraints, business processes, and Stampli's broader product architecture.
• Lead complex escalations with clear ownership, structured communication, and strong follow-through.
• Identify recurring issue patterns and integration gaps, and recommend scalable improvements to integration behavior, implementation quality, customer guidance, and internal playbooks.

What You Will Bring

Your background (Experience & Qualifications)

• 4+ years of hands-on ERP implementation, ERP consulting, or ERP integration experience, including implementation and post-go-live support.
• Experience with one or more leading ERP/accounting systems such as Intacct, NetSuite, QBO, QBD, SAP, Microsoft Dynamics, Sage, Acumatica, or Oracle.
• Strong understanding of P2P workflows and finance operations, including approvals, PO/non-PO flows, coding, matching, posting, and payment dependencies.
• Proven ability to troubleshoot issues across ERP configuration, workflow logic, master data, permissions, entity structures, integrations, field mapping, and sync behavior.
• Experience translating customer issues and ERP requirements into functional solutions and clear requirements for integration fixes, missing data flows, and enhancement requests.
• Experience working directly with customers and internal teams, including Engineering, to drive resolution of complex post-go-live issues and ERP integration changes.
• Ability to distinguish between customer setup/process issues, ERP integration issues, and broader product issues, and define the appropriate resolution path.
• Strong practical experience with AI tools and AI-assisted workflows, including responsible use of AI in customer-facing and operational environments.

Strongly Preferred

• Experience implementing or supporting P2P, AP automation, invoice automation, or financial workflow platforms.
• Experience with ERP integrations in multi-entity / multi-subsidiary environments.
• Background as an ERP consultant, ERP implementer, financial systems consultant, solutions consultant, or similar.
• Experience handling escalations in SaaS, fintech, AP automation, or finance operations environments.
• Familiarity with integration logs, API-based workflows, and technical troubleshooting in customer-facing environments.
• Experience building AI agents or AI-assisted workflows for case management, analysis, summarization, or communication.

AI-driven responsibilities

• Use AI tools daily to improve the speed, consistency, and quality of issue triage, analysis, and communication.
• Design and improve workflows where AI agents support the CX team in areas such as issue intake, investigation support, escalation summaries, pattern detection, and internal handoffs.
• Build AI-assisted processes that help identify likely root-cause categories, including configuration issues, process gaps, permission problems, export issues, data quality issues, and true product defects.
• Use AI to generate and refine escalation updates, executive summaries, internal briefs, troubleshooting paths, and customer communications while maintaining accuracy and judgment.
• Continuously improve prompts, workflows, and agent behavior, while applying sound judgment on where AI can accelerate work and where human review is required.

Skills & Competencies

• Think like an implementer, troubleshooter, and solution owner.
• Break down issues into clear root-cause categories across process, configuration, data, permissions, integration, and product.
• Distinguish between customer-specific setup issues, systemic problems, ERP integration gaps, and broader product impact.
• Translate customer needs and ERP behavior into clear functional requirements for Engineering.
• Understand how ERP integration changes may affect other Stampli modules and workflows.
• Operate effectively in a fast-moving, AI-enabled environment.
• Combine AI speed with strong human judgment in customer-facing and escalation-sensitive situations.
• Communicate clearly with both technical and non-technical stakeholders.
• Know when to escalate, contain, solve directly, or drive a solution through Engineering

You Will Get

• The flexibility of working from our Mountain View, CA office three days a week (Tuesday, Wednesday, and Thursday), with the option to work remotely for the remainder of the week.
• Full medical, dental, and vision insurance
• 401(k) + employer match
• Access to cutting-edge AI tools, including ChatGPT Enterprise, to enhance productivity, support innovation, and streamline daily workflows
• Opportunities and development for career and personal growth
• Strong and experienced leadership that supports your growth and success
• An open-concept, modern workspace within an inclusive and dynamic scale-up culture

The base salary range for this position is $145K-$155k and Equity. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.