Director – Customer Advocacy – Voice of the Customer
| Company | BILL |
|---|---|
| Location | San Jose, CA, USA, Draper, UT, USA |
| Salary | $146700 – $216300 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- 8+ years of customer service, customer experience, or customer advocacy experience with a strong focus on VoC initiatives.
- 4+ years of people and team management experience in customer advocacy or related areas
- Proven ability to turn customer insights into impactful business decisions.
- Experience scaling teams and processes in high-growth, customer-centric organizations.
- Strong understanding of customer support and experience metrics, including NPS, CSAT, and CES.
- Expertise in operational planning, including resource allocation, workflow design, and cross-functional coordination.
- Proficient in CRM/CSM platforms and data visualization tools (e.g., Tableau, Looker).
- Bachelor’s degree required
Responsibilities
- Build and lead a robust VoC program to capture customer feedback across all touchpoints, including surveys, escalations, support interactions, and/or other relevant sources.
- Synthesize customer feedback into actionable insights and partner with Product, Engineering, Customer Success, and Marketing to drive enhancements that improve customer satisfaction and loyalty.
- Define and execute a comprehensive customer advocacy strategy that aligns with business objectives and promotes a customer-centric culture.
- Build, manage, and mentor a high-performing team to execute VoC initiatives, manage escalations, and drive customer-centric improvements.
- Act as the customer’s advocate in cross-functional meetings, ensuring their needs and feedback are represented in decision-making processes.
- Leverage customer support data, Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction (CSAT) and other key metrics to identify trends, predict challenges, and prioritize solutions.
- Oversee escalations with a focus on root cause analysis, resolution, and long-term preventative measures.
- Lead efforts to streamline workflows, implement new technologies, and drive efficiency in capturing and acting on customer feedback.
Preferred Qualifications
- Excellent strategic, analytical, and communication skills with the ability to influence senior leadership.
- Advanced degree.
- Experience in a SaaS environment