Job Detail

Senior Manager, Customer Advocacy at
Houston, TX, US
About is a leader in financial process automation for small businesses and mid-size companies. Making it simple to connect and do business, the Back Office Cloud digitizes, automates and simplifies legacy payment and financial processes. With an integrated, end-to-end platform, leverages artificial intelligence to reduce manual work, and provides a cloud workspace to help run your business anytime, anywhere. The company partners with many of the largest U.S. financial institutions, more than 70% of the top 100 U.S. accounting firms, and major accounting software providers. manages more than $70B in annual payment volume across ACH, virtual cards, checks, and international payments. The company has offices in Palo Alto, California and Houston, Texas. For more information, or follow @billcom.
We are turning our CS organization into a competitive force, evolving beyond great operational execution towards customer experience, advocacy and a moving to become a key differentiator in our industry.  We’re looking for a Manager of Customer Success to improve the customer experience, help Customer Advocates grow and develop in their careers with, and achieve target SLA’s/customer satisfaction goals. Our Managers lead people, manage process evolution, and focus on driving continuous improvement throughout the Customer Success organization. This is an opportunity for a growth minded leader to get in on the ground floor of growing the Houston office for a rapidly expanding Fintech company, and have a lot of fun along with way.

Professional Experience/Background to be successful in this role:

    • 5+ years of experience leading people in a contact center with track-record of high performance.
    • Bachelor’s degree in Business, Operations Management, or a related field
    • Must possess a customer centric approach towards issue resolution and customer satisfaction.
    • Excellent understanding of inbound customer support processes including chat, e-mail and voice channels.
    • Solid PC skills including thorough knowledge of MS Word, PowerPoint, Excel.
    • Experience with and understanding of CRM/CSM solutions, standard KPIs, and customer support metrics with a particular focus on CSAT, Net Promoter Score, Employee Engagement, and churn reduction.
    • Knowledge of business and management principles involved in operational planning, including resource allocation, day-to-day execution, team building/employee relations.
    • Proven coaching and mentoring, oral/written communication, problem solving, and conflict resolution skills.
    • Exceptional self-starter skills and ability to manage issues and projects to completion.
    • Partners with Recruiting and HR throughout the hiring/onboarding process; responsible for making hiring decisions.
    • Maintains professional and technical expertise by tracking emerging trends in contact center operations management, keeping up to date with Fintech industry knowledge, establishing personal networks, and benchmarking state-of-the-art practices.
    • Prior exposure to Software as a Service (SaaS) environments preferred.
    • Prior exposure to SMB and Mid-Market Business to Business segment preferred.

Competencies (Attributes needed to be successful in this role):

    • Active Listening - responsive and empathetic to customer/advocate needs
    • Assertiveness - trust in their own judgement and are not overly dependent upon the approval of others.  
    • Values - inspires and fosters team commitment, spirit, pride, and trust
    • Communicativeness - ensuring that their team has current and accurate information needed for success
    • Conflict Management - use consensus and collaboration to debate and resolve issues
    • Delegation - willing to entrust work to others
    • High Standards - meticulous attention to detail and suggestions to improve processes steadily and effectively
    • Influence - ability to direct, persuade, and motivate others
    • Initiative - ability to see a need and take action without being prompted
    • Learning Agility - Fosters a culture of interest, curiosity, and learning
    • Positive Impact - Ability to energize their team and other people around them
    • Problem Solving and Decision Making - able to identify problems, solve them, act decisively, and show good judgement
    • Relationship Building - ability to establish and maintain relationships throughout the organization
    • Sensitivity - Respect for the individual, and appreciation of diversity among team members

Expected Outcomes in 12 months:

      • 30 days:
      • Manage the day-to-day operations of the Customer Success team’s function including but not limited to hiring, training, supervising, coaching, developing, and mentoring employees. Ensure service levels and contractual partner agreements are in alignment with and capable of delivering support within those guidelines.
      • Empower and motivate staff through positive attitude and exemplary conduct.
      • 90 Days:
      • Developed career path goals and objectives for the staff and achieve or exceed defined results. In-depth working knowledge of systems and processes.
      • Identify internal employees for future promotion.  
      • Assist with relocation to a new facility.
    • 180 Days:
    • Use historical data to identify trends and make recommendations for improvement in the areas of CSAT, ESAT, and customer churn.  
    • Taking ownership to develop or modify service procedures, policies, and standards to allow the organization to scale with customer growth. Culture:
●      Humble – No ego
●      Fun –  Celebrate the moments
●      Authentic – We are who we are
●      Passionate – Love what you do  
●      Dedicated – To each other and the customer