Senior Manager, Customer Experience - Partner Care

BILL•Draper, UT

17h

About The Position

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 Partners. In 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

Requirements

Associate’s or Bachelor’s 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.

Nice To Haves

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

Responsibilities

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