An Introduction to Bill.com's Customer Success Plan
I am very proud to be the first-ever Bill.com SVP of Customer Success, and to work for a company that understands and values the need for today’s organizations to be customer-centric.
I have been in Customer Success (or CS, as we often call it) my entire career of nearly two decades. Throughout my career, I have led the growth and development of customer care organizations across industries including consumer banking, digital marketing, media and internet services, with a concentration on building teams to benefit SMBs. Over the years, I have been asked many times what CS is, or why it’s important for a company’s growth, so I thought I’d take a moment to let you know a bit about what it is that I do.
Many of you might be used to the term “customer support,” when it comes to customer service, and the call centers and phone menus that go with it. Customer support falls under the umbrella of the customer success team, but the term does not capture Customer Success’ full role. Customer support is transactional. It’s about solving the problem at-hand. Often-times these are incidents that today’s technology can handle. Customer Success is much more than that.
Customer Success focuses on working with customers to understand and help them achieve their goals, while encouraging a continued relationship. Customer Success teams are growing more and more common in successful, high-growth companies. The field focuses on building relationships, going above and beyond to do what’s right for customers, and proactively ensuring that we’re adding value to their experiences. In order to do that, we must become experts on the people we’re serving and understand patterns that our customers may not see. This level of detail requires advanced technology to augment the human interaction.
I was brought to Bill.com to deliver an effective combination of human support and advanced customer service technology. With these resources well-aligned, we ensure all of our customers get the most out of our services. I will work to further strengthen relationships with banks, accounting firms and direct customers, and to develop a team to manage the success of Bill.com customers and partners, beyond the support that technology provides.
This is an exciting space with a big opportunity for achieving growth and scale, and I look forward to developing the talent and technology to support those goals.