Bill.com, together with its wholly owned subsidiaries Divvy and Invoice2go, is focused on being the one stop shop that simplifies, digitizes, and automates complex financial operations for small and midsize businesses. Customers use the platform to manage end-to-end financial workflows and to process payments. The AI-enabled, financial software platform creates connections between businesses and their suppliers and clients. It helps manage cash inflows and outflow. The company partners with several of the largest U.S. financial institutions, the majority of the top 100 U.S. accounting firms, and popular accounting software providers. Bill.com has its headquarters in San Jose, California with offices in Houston, Texas, Draper, Utah, and Sydney, Australia.
Mission: The Customer Success Manager (CSM), will be responsible for bringing their expertise to provide a range of proactive customer engagement initiatives that better the overall experience of our customers and partners. They will work with customers to identify opportunities that help expand their use of Bill.com solutions, minimize churn, and increase CSAT by understanding their business needs and developing creative solutions. They will work closely with Product and Sales teams providing valuable insights from customers and partners.
Professional Experience/Background to be successful in this role:
Ability to actively initiate and manage client relationships throughout the customer lifecycle to enhance customer experience, growth and retention
Leverage system analytics, market trends, and other customer metrics to identify opportunities to increase customers satisfaction and usage of our products and services
Comfortable interfacing and presenting to executives and c-level staff
Develop creative methods of reaching out to customers and engaging them with Bill.com
Collect valuable insights from customers and partners that can be leveraged by cross-functional teams
Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
Proven ability to multitask, prioritize, and coordinate closely with cross-functional teams to complete tasks in resourceful and effective ways
Strong listening skills to be able to understand, empathize and resolve customer issues
Competencies (Attributes needed to be successful in this role):
Accredited Bachelors degree in a business or technical field of study
Minimum 4 years in a customer success, relationship management, account management, or similar role
Product knowledge of accounting systems (NetSuite, Intact, QuickBooks Enterprise, Microsoft Dynamics, etc. )
Experience with CRM systems & related applications (Zendesk, Salesforce, Five9, Zoom)
Prior experience supporting customers in a Software as a Service (SaaS) environment
Proven ability to drive retention and growth among customers by understanding their business needs and helping them succeed through education programs, outreach initiatives, and service offerings.
Program and project management experience related to developing and rolling out customer focused initiatives
Expected Outcomes in 3, 6, or 12 months:
Work with internal teams and customers to identify ways to improve overall partner and customer experience
Evangelize the Bill.com solution to both non-technical financial/accounting audiences and technical professionals within the Bill.com Developer Network.
Understand customer outcomes by communicating with customers, analyzing customer health metrics, NPS and gathering additional feedback from internal and external resources.
Represent the voice of the customer to provide input and improve the company’s products, marketing initiatives, and sales effectiveness
Collaborate closely with team members to support customer initiatives, renewals, and expansion opportunities
Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow customer product and service usage
When required, translate Bill.com’s latest release information into clear customer-ready messaging about differentiators and example use cases for group web presentations
is committed to a policy of equal employment opportunity. We recruit, employ, train, compensate, and promote without regard to race, color, age, sex, ancestry, marital status, religion, national origin, disability, sexual orientation, veteran status, present or past history of mental disability, genetic information or any other classification protected by state or federal law.
● Humble – No ego
● Fun – Celebrate the moments
● Authentic – We are who we are
● Passionate – Love what you do
● Dedicated – To each other and the customer