Manager, SMB Customer Sucess

BILL • Draper, UT

4d

About The Position

The Manager of SMB Customer Success will play a pivotal role in ensuring the highest level of customer satisfaction and experience for BILL AP/AR. This position involves leading a team dedicated to serving BILL's SMB AP/AR clients, overseeing the delivery of services, and implementing strategies to enhance customer success outcomes for customers and the business. Make your impact within a rapidly growing Fintech Company Lead and manage a diverse team of customer success professionals operating in a pooled team structure to serve a large and growing portfolio of SMB clients.Develop and implement customer success programs to ensure a seamless and positive experience for all clients.Monitor and analyze customer success metrics to identify areas for improvement and implement proactive solutions.Manage and oversee the resolution of escalated customer issues, ensuring timely and effective solutions.Foster a culture of coaching and continuous improvement within the team, encouraging professional development and knowledge sharing.Maintain an in-depth understanding of company products, services, and policies to provide accurate and comprehensive support.

Requirements

• Proven experience in customer success, sales, service delivery, or a related field.
• Strong leadership skills with the ability to motivate and guide a team towards achieving set objectives.
• Excellent communication and interpersonal skills, with a knack for building strong relationships with both customers and team members.
• Analytical mindset with the ability to interpret data and metrics to drive decision-making.
• Adaptability and flexibility to manage shifting priorities and challenges in a fast-paced environment.
• Proficiency in relevant software and tools, including CRM systems and communication platforms.

Responsibilities

• Lead and manage a diverse team of customer success professionals operating in a pooled team structure to serve a large and growing portfolio of SMB clients.
• Develop and implement customer success programs to ensure a seamless and positive experience for all clients.
• Monitor and analyze customer success metrics to identify areas for improvement and implement proactive solutions.
• Manage and oversee the resolution of escalated customer issues, ensuring timely and effective solutions.
• Foster a culture of coaching and continuous improvement within the team, encouraging professional development and knowledge sharing.
• Maintain an in-depth understanding of company products, services, and policies to provide accurate and comprehensive support.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees