Bill.Com Client Support Senior

CLA (CliftonLarsonAllen)•St. Louis, MO

About The Position

CLA is a top 10 national professional services firm where our purpose is to create opportunities every day, for our clients, our people, and our communities through industry-focused wealth advisory, digital, audit, tax, consulting, and outsourcing services. Even with more than 8,500 people, 130 U.S. locations, and a global reach, we promise to know you and help you. CLA is looking to grow their team and we looking for a Bill.com Sr. Client Support professional. The Senior will assist in ensuring customers reach their desired outcomes using BILL (Bill.com). The Senior will strategically and proactively engage with a portfolio of clients with the objective to gain a deep understanding of each client’s needs. The Senior will ensure and manage client software renewals and resolving client support requests and complaints. The Senior will provide a structure of escalation points, when needed to facilitate the resolution of unexpected issues, diagnosing and resolving complex technical issues, connecting client’s with the right resources for assistance and to provide the appropriate business and technical context to ensure resolution. The postholder will support the Sales function in ensuring that customer renewals are managed effectively and efficiently through strong customer engagement.

Requirements

Three or more years of practical business experience
Must be technically proficient, including BILL
Must be an excellent communicator via phone, email, or chat
Must be timely and highly organized
Bachelor's degree is required.
Combination of relevant experience, education, and training may be accepted in lieu of degree.

Nice To Haves

Previous experience in business development, marketing, or sales a plus, but not necessary

Responsibilities

Provide advanced technical support and resolve complex issues for clients, as well as training, on BILL.
Serve as a point of escalation for team members and ensure timely issue resolution.
Support the Sales function in ensuring that customer renewals are manage effectively and efficiently through strong customer engagement.
Work closely with clients to understand their needs and provide tailored solutions, including identify and qualify potential opportunities for CLA digital products and services, as well as other seamless opportunities within CLA.
Follow up with clients to ensure timely and effective resolution of escalated issues.
Manage and analyze incident logs to identify trends and improvement opportunities.
Mentor and train team members, sharing knowledge and best practices.
Collaborate with the internal teams to identify and resolve software bugs.
Lead the creation and maintenance of technical documentation.
Act as a liaison between clients and internal teams to ensure effective communication.
Act as a subject matter expert on products and services.