Sr. Manager, Customer Advocacy - Voice of the Customer
Sr. Manager, Customer Advocacy - Voice of the Customer
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Job Description
Innovate with purpose
At BILL we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools we help businessesfrom startups to established brandsmake smarter decisions and gain control of their operations. And we dont stop there: were creating the future of financial automation so businesses can spend more time on what matters.
Working here means you become part of a vision-driven team thats ready to tackle challenges and build cutting-edge solutions. We value purpose drive and curiosityand we thrive in a fast-paced ever-changing environment. Whether in one of our offices in San Jose CA Draper UT or working remotely BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.
At BILL we listen learn and leadfostering collaboration and a drive for continuous growth. Were committed to building a diverse and inclusive workplace that values each persons unique skills and experiences. Even if you dont meet every requirement wed love to hear from youyou might be just what were looking for whether in this role or another.
Lets give businesses more time for what matters.
BILL is seeking a visionary and strategic leader to serve as our Senior Manager of Customer Advocacy. In this role you will own the end-to-end customer feedback journey championing the voice of the customer (VoC) and transforming feedback into actionable insights that will contribute to enhancing our products services and customer experiences.
As a key cross-functional leader you will drive initiatives that ensure our customers are at the center of everything we do leveraging data collaboration and innovation to deliver meaningful outcomes.
Key Responsibilities
- Voice of the Customer (VoC): Build and lead a robust VoC program to capture customer feedback across all touchpoints including surveys escalations support interactions and/or other relevant sources.
- Insights to Action: Synthesize customer feedback into actionable insights and partner with Product Engineering Customer Success and Marketing to drive enhancements that improve customer satisfaction and loyalty.
- Strategic Leadership: Define and execute a comprehensive customer advocacy strategy that aligns with business objectives and promotes a customer-centric culture.
- Team Leadership: Build manage and mentor a high-performing team to execute VoC initiatives manage escalations and drive customer-centric improvements.
- Stakeholder Collaboration: Act as the customers advocate in cross-functional meetings ensuring their needs and feedback are represented in decision-making processes.
- Data-Driven Analysis: Leverage customer support data Net Promoter Score (NPS) Customer Effort Score (CES) Customer Satisfaction (CSAT)and other key metrics to identify trends predict challenges and prioritize solutions.
- Escalation Management: Oversee escalations with a focus on root cause analysis resolution and long-term preventative measures.
- Process Optimization: Lead efforts to streamline workflows implement new technologies and drive efficiency in capturing and acting on customer feedback.
Wed love to chat if you have:
- 8 years of customer service customer experience or customer advocacy experience with a strong focus on VoC initiatives.
- 4 years of people and team management experience in customer advocacy or related areas
- Proven ability to turn customer insights into impactful business decisions.
- Experience scaling teams and processes in high-growth customer-centric organizations.
- Strong understanding of customer support and experience metrics including NPS CSAT and CES.
- Expertise in operational planning including resource allocation workflow design and cross-functional coordination.
- Proficient in CRM/CSM platforms and data visualization tools (e.g. Tableau Looker).
- Bachelors degree required
Preferred qualifications:
- Excellent strategic analytical and communication skills with the ability to influence senior leadership.
- Advanced degree.
- Experience in a SaaS environment
This hybrid role requires in-office work (Mon Tues Thurs) at either our San Jose CA or Draper UT office. While the role is open to both locations it is preferred that the position be based in San Jose. Candidates must be U.S. work authorized with no current or future sponsorship needs and live within 45 miles of either office or relocate by the start date. Fully remote work is not available for this position.
#LI #evergreen
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.
The estimated base salary range for this role is noted below for our office location in Draper UT. Additionally this role is eligible to participate in BILLs bonus and equity plan. 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.
Whats 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 isnt 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
Dont 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 .
Required Experience:
Manager
Employment Type
Full Time
