Company:      Bill.com
Location :      Houston , Texas
Post Date:      Oct 03,2019

Job Type:      Full Time


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Job Description

Bill.com is a leader in financial process automation for small businesses and mid-size companies. Making it simple to connect and do business, the Bill.com Back Office Cloud digitizes, automates and simplifies legacy payment and financial processes. With an integrated, end-to-end platform, Bill.com 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. Bill.com 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, visitwww.bill.com or follow @billcom.

Mission: We are turning our Customer Success (CS) organization into a competitive force, evolving beyond great operational execution towards customer experience, advocacy and moving to become a key differentiator in our industry. We’re looking for a Data Analyst who can dive in, research and gather insights, digest findings, and deliver potential strategies the organization can pursue; This is a key analytical role reporting to the Director, Customer Success Operations.

Responsibilities:

  • Interface with the Leadership team to analyze and explore opportunities to drive our key success metrics related to our customer support experience, cost, quality, efficiency, impact of improvements and continuous improvement
  • Understand and analyze our customer life-cycle process, focusing on conversion, churn/retention, engagement, revenue drivers, up-sell opportunities, and overall health
  • Partner closely with Customer Success teams by providing recommendations and insights to drive business outcomes on Self-Service, Customer Engagement and Health
  • Create, maintain and enhance CS reporting/dashboards with respect to (CS) forecast, retention, up-sell, overall health of the existing customer base
  • Effective use of SQL and/or Tableau to complete ad-hoc analysis requests with the ability to visualize and present key insights that influence our decisions
  • Effectively troubleshoot (Zendesk/Salesforce) system issues, performing Root Cause Analysis (RCA), and suggesting configuration improvements based on the disposition of the RCA

Requirements:

  • Minimum 3+ years in an analyst (Business/Data) function, preferably in a Customer Success environment
  • Prior knowledge/experience with Salesforce/Tableau/Zendesk
  • High degree of professionalism, as this role will require heavy interaction with leadership at all levels
  • Strong mathematical, analytical and organization skills
  • Strong proficiency with MS Office (Excel and Powerpoint)
  • Must have strong communication, interpersonal and presentation skills. Self-motivated and must excel in a minimally managed, high profile position

Highly Preferred:

  • Salesforce or Zendesk admin certification
  • Certified Tableau Associate/Professional

Key Milestones within 30 days:

  • Full functional understanding of Bill.com’s products and services
  • Functional understanding of key CS functions and how they interact it with customers/partners
  • Assessment of key business and operational metrics, pertaining to CS
  • Strong understanding of our systems and tools

Within 90 days:

  • Ability to develop actionable plans with the ability to measure success from thorough data analysis
  • Strong understanding of weekly/monthly/quarterly trends and areas for improvement on SLAs, CSAT, NPS, and Churn drivers
  • Develop solid working relationships with other key teams
  • Be a subject matter expert/administrator of Zendesk/Salesforce

Within 120 days:

  • Strong understanding of customer contact volume trends and the ability to analyze, communicate and execute based off those trends for efficiency improvements
  • Fully understand Bill.com’s strategy for key fiscal year initiatives
  • Continually re-evaluate existing forecasted plan to real-life factors and suggest revisions with solidified business justifications
Bill.com 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


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