The Vice President, Customer Support will have a significant impact on our overall customer experience and satisfaction levels through leading an organization responsible for day-to-day service delivery. You will rely upon proven senior leadership experience to oversee all facets of the Customer Support organization including talent acquisition, budgetary planning, operating structure, strategic vision, and employee development. You will utilize resident Billtrust working knowledge and internal partnerships to ensure customers are receiving a “world class” support experience. In doing so, you will be required to achieve several key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), employee productivity, quality, and response/resolution time. You will maintain and grow established relationships with both customers and internal leadership alike and will apply your negotiating skills when working cross-organization (i.e. – IT, DEV, eOps, etc.) to facilitate solutions or meet urgent customer timelines. Additionally, you will act as an executive customer escalation point, as needed, and will be the role model advocate for the voice of the customer.
You will focus on continually evolving the overall support model and maintain a forward-thinking capacity plan, across support groups and sites, scaled for future growth. You will execute your strategic vision to identify opportunities for enhancing organizational alignment, process efficiency, customer self-service, and employee engagement, while maximizing the cost of support. You are responsible for working with internal leadership to ensure the level of support offering is consistently addressing the needs of our customers. You will work on continous identification of at-risk customers and subsequent execution of action plans. You will own and sponsor initiatives or cross-functional projects that drive the customer experience and will be accountable for senior leadership deliverable requests/proposals.
- Provide oversight to overall Customer Support operation including talent acquisition, budgetary planning, operating structure, strategic vision, and employee development.
- Create successful integration of support teams and a consistent delivery of service across Billtrust platforms
- Successfully engage in all phases of CS leadership personnel management for hiring, coaching, training, development, and performance reviews
- Ensure compliance with key performance indicators (KPI) and productivity reporting to ensure appropriate customer milestones achieved
- Execute plans to improve process flow, efficiency, and service experience to internal stakeholders and external customers
- Use skills of persuasion and negotiation to drive positive change for the organization with Sr. leadership
- Work with internal support partners to ensure appropriate structure in place between organizations to maximize working relationship
- Maintain a formal capacity planning strategy that is comprehensive and predictive across organization
- Stay current with industry trends and technologies, continually seeking more effective or progressive means to accomplish goals
- Maintain ownership of CS projects and initiatives associated with continuous improvement, cost reduction, monetization, and employee engagement
- Represent Billtrust Customer Support at various conferences, summits, or on-site customer visits
- Extended success leading a team(s), preferably from within Customer Support or Success background - 15+ years of relevant experience preferred
- Experience in the SaaS (Software-as-a-Service) or related technology fields; experience in Fintech is a plus
- Knowledgeable perspective on current trends in customer support; proven ability to grow established customer relationships and navigate difficult executive interactions/escalations
- Strong senior leadership work ethic with confident decision-making under adversity
- Well-versed in customer service reporting metric standards including customer satisfaction (CSAT) and Net Promoter Score (NPS) metrics
- Experience working with or negotiating operating protocols and service level agreements (SLA)
- Proven ability to lead, succession plan, and inspire a team of managerial direct reports
- Remarkable interpersonal, verbal, and written communication skills
- Ability to think critically and strategically execute ideas for continued improvement within the organization
- Strong technical aptitude including demonstrated understanding of cloud technologies, project lifecycles, and data file layout
- Understands the importance of creating an effortless service experience, its impact to customers, and how it differentiates Billtrust
- Bachelor's Degree
The expected base salary range for this position is $200,000.00 - $280,000 annually.
Compensation may vary depending on several factors, including a candidate’s qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for extra incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our Talent Acquisition team during the interview process.
- Your home, a coffee shop, a company paid WeWork.... you decide!
- Our values are not just words or window dressing, they guide our decisions - big and small - each and every day.
- Work-life balance is important. We believe in giving our employees time to truly relax and recharge.
- A paid leave to reward longevity and commitment to Billtrust.
- To promote parent-child bonding and increase gender equity at home and in the workplace.
- Professional development can take many shapes. Join one of our seven ERGs or participate in our Mentor-Mentee, and Leadership development programs- we foster an environment where all employees can grow.
- From Billtrust Bucks and CEO Shoutouts to Culture Champion and CEO Excellence Awards, our employees are recognized for hard work and outcomes achieved.
- Medical, dental, vision, 401(k) with company match, short-term and long-term disability, flexible spending accounts, HSA, and life, cancer, and AD&D insurance.
- An entrepreneurial environment of ownership and accountability allows you to get work done.
Who We Are:
Finance leaders turn to Billtrust to control costs, accelerate cash flow and improve customer satisfaction. As a B2B order-to-cash software and digital payments market leader, we help the world's leading brands get paid faster while transitioning from expensive paper invoicing and check acceptance to efficient electronic billing and payments. With over 2,600 global customers and more than $1 trillion invoice dollars processed, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on delivering meaningful customer outcomes. #LI-Remote
What We Do
Billtrust makes it easier for B2B companies to get paid. We’ve been the leading innovator in AR automation for nearly two decades and continue accelerating. Our customers span 40+ industries and we lead with double digit market share in many of the industries we serve.
We provide automated order-to-cash solutions that meet diverse buyer requirements and speed cash application through tailored invoice delivery, secure multi-channel payment enablement and intelligent matching and payment posting.
Our unparalleled expertise in AR informs everything that we do. No one is better positioned to understand and solve for the needs of every individual AR department.
We innovate by pushing automation into new areas like our supplier-driven payments network, automated invoice delivery into AP portals and our automated credit application process.
We drive results by helping our customers increase electronic adoption of invoices and payments and widening technology bottlenecks.
Amazing customer experiences are possible with our connected solutions. We give our customers the power to conduct business unencumbered by manual interactions.
For more information, visit Billtrust at billtrust.com.
