Senior Manager, Customer Experience - Partner Care

BILL is a rapidly growing fintech company focused on empowering businesses through innovative financial solutions. The Senior Manager, Customer Experience, Partner Care will manage the Partner Care team, ensuring the delivery of high-quality support experiences for partners while driving operational success through effective team leadership and strategic planning.

Responsibilities:

• Experience building, inspiring, and managing teams of professionals in customer-facing roles
• Successful track record in scaling servicing operations through third-party vendors (BPO)
• Scale & develop a high-performing Partner experience team by providing mentorship and guidance to ensure success
• Utilize key performance indicators to drive the execution of service programs facilitating decision-making and problem-solving to ensure the Partner care overall objectives are met
• Successfully led KPI delivery through global third-party vendors (BPO), primarily focused on customer success and business delivery metrics
• Advocate for Partners and their customers within the scope of the company procedures and become a trusted advisor
• Evaluate ongoing business opportunities and their impact on strategic growth, and leverage data to ensure scalability of operations
• Build collaborative working relationships throughout the organization in order to drive success and lead fundamental changes in our approach to customer service
• Comfortable interfacing and presenting to executives and C-level staff
• Manage the collection and communication of valuable insights from customers and partners that can be leveraged by cross-functional teams
• Manage multiple lines of business and part of the sales and onboarding processes with prospective or incoming Partners
• Understanding or background of contract management with vendors

Requirements:

• Experience building, inspiring, and managing teams of professionals in customer-facing roles
• Successful track record in scaling servicing operations through third-party vendors (BPO)
• Scale & develop a high-performing Partner experience team by providing mentorship and guidance to ensure success
• Utilize key performance indicators to drive the execution of service programs facilitating decision-making and problem-solving to ensure the Partner care overall objectives are met
• Successfully led KPI delivery through global third-party vendors (BPO), primarily focused on customer success and business delivery metrics
• Advocate for Partners and their customers within the scope of the company procedures and become a trusted advisor
• Evaluate ongoing business opportunities and their impact on strategic growth, and leverage data to ensure scalability of operations
• Build collaborative working relationships throughout the organization in order to drive success and lead fundamental changes in our approach to customer service
• Comfortable interfacing and presenting to executives and C-level staff
• Manage the collection and communication of valuable insights from customers and partners that can be leveraged by cross-functional teams
• Manage multiple lines of business and part of the sales and onboarding processes with prospective or incoming Partners
• Understanding or background of contract management with vendors
• Associate's or Bachelor's degree in Accounting, Finance, Business, or related field
• A minimum of 8 years of experience in Customer Service management
• 4+ years in financial services industry
• Successful track record in operational leadership roles with the ability to execute at a high level in a variety of customer support-type contexts
• Experience in managing complex operations with third-party vendors (BPO)
• Proven strategic planning skills for management of long-term projects that lead to success
• Precision and speed with the ability to adapt and respond quickly to change in the dynamic, high-growth environment, while radiating a positive impact on the team
• Excellent verbal, written, and presentation communication skills to internal and external stakeholders
• Strong analytical and problem-solving skills, organizational skills and attention to detail
• Positive, people-oriented and enthusiastic attitude
• Ability to manage, prioritize, and delegate technical escalations to appropriate teams
• Product knowledge of accounting systems preferred (NetSuite, Intacct, QuickBooks Enterprise, Microsoft Dynamics, etc.)
• Experience with CRM systems & related applications (Zendesk, Salesforce, Five9, Zoom)