Senior Manager, Customer Experience Partner Care
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Job Location:
San Jose, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
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 By replacing outdated financial processes with innovative tools we help businessesfrom startups to established brandsmake smarter decisions and gain control of their operations.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 in a remote-eligible role BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.
BILL builds high performing teams and we seek to hire the best talent for every role. Were committed to building a workplace that fosters inclusion and diverse perspectives valuing each persons unique skills and experiences. 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.
Make your impact within a rapidly growing Fintech Company
As the Senior Manager Customer Experience Partner Care you will play a pivotal role in managing the Partner Care team and the end to end support experiences for this role you will:
- 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
Wed love to chat if you have:
- Associates or Bachelors 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.
- Product knowledge of accounting systems preferred (NetSuite Intacct QuickBooks Enterprise Microsoft Dynamics etc. )
- Experience with CRM systems & related applications (Zendesk Salesforce Five9 Zoom)
- Ability to manage prioritize and delegate technical escalations to appropriate teams
Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.
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.
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. 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 . To ensure a fair evaluation our Candidate Integrity Policy prohibits the use of unapproved external assistance including generative AI during live interviews or assessments. Doing so will result in a review and potential disqualification.
Required Experience:
Senior Manager
Key Skills
- Bidding
- Business Solutions
- ABAP
- Business Operations
- Business Sales
- Corporate Marketing
