Senior CX Advocacy Manager

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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. You will have the obligation to share our customer's experience to product leaders and to champion for change that impacts our customers in a big way.

• 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
• Strong understanding of accounting principles, including experience with accounts payable and receivables.
• 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
• Strong written and oral communication skills, including delivering professional presentations
• Empathetic and genuinely advocates on behalf of our customers

The estimated salary range for this role is noted below for our San Jose based role. 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 above. 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.

San Jose pay range

$99,800-$124,800 USD

What's in it for you?

Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn't only experienced by our customers, but by our employees as well.

Here is a preview of some of the amazing benefits here at BILL:

• 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

Don't believe us? Check out our culture, benefits, and teams on our career site, LinkedIn Life, or YouTube pages.

BILL is an Equal Opportunity Employer that values diversity and inclusion. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture.

We are committed to a transparent, inclusive hiring process that reflects our values. If you need accommodations at any stage, please contact [email protected].

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