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Sr. CX Advocacy Manager

BILL

BILL

United States
Posted on Wednesday, June 26, 2024

Do the best work of your career as a champion for small and mid-size businesses.

BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms.

BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA, Draper, UT, Houston, TX and are continuing to expand into other geographic locations. If you’re looking for a place that helps you do the best work of your career, look no further than BILL.

Make your impact within a rapidly growing Fintech Company

Sr. CX Advocacy Manager will work collaboratively and cross-functionally to proactively address customer pain points and accelerated focus on E2E CX journey improvements. You will leverage data and customer insights to transform the customer experience while focusing on customer-centric metrics and driving actionable insights that will result in improved and measurable customer outcomes, a true competitive advantage, and will help us to achieve our mission to make it simple to connect and do business. This role offers an opportunity to lead, exhibit strong execution and make an impact on delivering exceptional customer experience.

In this role you will be responsible for leading and managing innovative CX advocacy programs that better the overall experience of our customers. You will work closely with other CX leaders, Product and Engineering teams to determine the needs of our customers, be an advocate and voice of the customer to identify opportunities to enhance E2E customer experience.

As a Senior CX Advocacy Manager you will assist in defining the scale and impact of customer issues, streamline communication to cross-functional teams, and monitor progress. Be the voice of the customer, providing customer and business perspectives during day-to-day conversations with key stakeholders.

Responsibilities include:

  • In collaboration with our Product team, Engineering and Design engineers, you will build and manage ways that connect cross-functional teams to the voice of our customers
  • Acts as an expert, fully understanding the E2E customer journey, insights, measures, actions, and intent of the customers actions
  • Inspire the organization to review, listen, understand and act on customer feedback as an effective data-driven storyteller to lead and drive customer-centric culture to deliver exceptional customer experiences
  • Leverage CX data and customer anecdotes to identify/define improvement opportunities for customer facing features
  • Coordinates with a dedicated cross functional key stakeholders to drive CX improvements by reviewing and driving reduction in customer pain points
  • Define a data driven approach and apply data analytics skills to synthesize the insights, define business goals while focusing on industry trends to ensure Bill.com continues to meet or exceed our commitment to deliver exceptional experience
  • Builds business case, customer issue framing, drive decision making to accelerate key deliverables (%NPS detractors driven by CX, Contact rate %, Customer Effort Score)
  • Defines and owns long term CX roadmap alongside product and CX leaders and process for continuous improvement to ensure business goals are met especially driving up customer satisfaction and reducing pain points
  • Build dashboards to track progress to measure impact and link metrics to business outcomes. Deliver reporting on key CX metrics and overall trends to key stakeholders
  • Create strategy to prioritize key customer experience improvement initiatives while exercising good judgment, business justification, and focusing on customer experience improvements
  • Responsible for providing both strategic and tactical guidance across our cross functional teams to ensure our product releases utilize customer feedback, insights and focus on eliminating customer pain points.
  • Influence the Customer experience organization to build mechanisms and offerings that will improve overall support provided to our customers
  • Assist in other initiatives as required

We’d love to chat if you have:

  • Minimum 5+ years of experience in customer experience related roles
  • 2+ years of experience in project management preferred
  • Exceptional understanding of and passion for delivering exceptional customer experiences and ensuring that our customer realize their maximum benefits by leveraging Bill.com products and services
  • Strong data analysis, ability to perform root cause analysis of pain points across customer journey and problem-solving abilities
  • Ability to engage with a cross functional key stakeholders to ensure alignment, understand needs, and manage trade off decisions to achieve maximum value
  • Excellent ability to work and communicate at all levels within an organization
  • Strong written and oral communication skills, including delivering professional presentations
  • Empathetic and genuinely advocates on behalf of our customers

Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed below. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits. The estimated salary ranges noted below roles in the specific geographic zones

Zone 1- San Francisco Bay Area CA (includes HQ), New York City, Seattle
$99,800$124,800 USD
Zone 2- CA (Non San Francisco Bay Area), Austin TX, Massachusetts
$89,900$112,300 USD
Zone 3 -Utah (includes Utah office), Houston TX (office), Florida, North Carolina
$84,900$106,100 USD

Let’s talk about benefits

  • 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
  • HSA & FSA accounts
  • Life Insurance, Long & Short-term disability coverage
  • Employee Assistance Program (EAP)
  • 11+ Observed holidays and wellness days and flexible time off
  • Employee Stock Purchase Program with employee discounts
  • Wellness & Fitness initiatives
  • Employee recognition and referral programs
  • And much more

For positions that are in office we support a hybrid work environment with on-site and remote work days. Check out our LinkedIn Life Page for each location and discover BILL.

We live our culture and values every day

At BILL, we’re different by design—it's our culture. Our CEO is a trusted entrepreneur who lives our cultural values: Humble, Authentic, Passionate, Accountable, and Fun. People here love being their authentic selves, contributing unique experiences, sharing ideas, perspectives, and intellectual curiosity. We celebrate our diversity as the heart and soul of how we work, grow, and succeed together. Inspiring people with meaningful career experiences they love really does make the dream work and our successes just keep getting better. There’s no limit to what we can build and where we can go from here. We’d love you to join us.

BILL is proudly an Equal Opportunity Employer where everyone is welcome. Our innovation and technology are inspired by an inclusive culture unlike any other. Everyone brings a different personal story and perspective and this diverse mix of minds, backgrounds, and experiences is where our greatest ideas come from. We welcome people of all races, ethnicities, ages, religions, abilities, genders, and sexual orientations to make us an even more vibrant company. We want everyone to bring their authentic selves here, to share our values, shape our vision, drive innovation, and become part of a culture we celebrate every day.

Our promise to our candidates is to be transparent, diligent, and engaging while guiding individuals through each step of our hiring process. At BILL we strive to achieve an inclusive and positive candidate experience that aligns with our core values and focuses on diversity.

If you require a reasonable accommodation for your application, interviews, or another aspect of the hiring process, please contact interviewaccommodations@hq.bill.com.

BILL Culture:

  • Humble - We check our egos at the door. We are curious. We listen, accept feedback.
  • Authentic - We earn and show trust by being real—embracing our authentic selves.
  • Passionate - We care deeply about each other and our customers.
  • Accountable - We are duty-bound to each other, our customers, and society.
  • Fun - We wrap it all together by building connections and enjoying time spent together.

Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants