Customer Operations Analyst

Do the best work of your career as a champion for small and mid-size businesses.

BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms. 

BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA, Draper, UT, Houston, TX and are continuing to expand into other geographic locations. If you’re looking for a place that helps you do the best work of your career, look no further than BILL.

Make your impact within a rapidly growing Fintech Company

The Customer Operations Analyst is responsible for orchestrating the operating rhythm to enable the Customer Success and Implementation teams to scale effectively. We are looking for a self-motivated, data-driven, operations analyst to join our Revenue Operations team to develop, manage, and grow our Customer Operations team.

You will coordinate Operations activities across the Customer Success and Implementation teams and work closely with the Customer Operations team to deliver on department needs. This includes developing processes, deploying technology needs, monitoring department metrics, and tracking internal and external meetings.

• Administer Gainsight CS Platform, including configurations, day to day management, and ongoing enablement 
• Partner with Enablement, Engineering, Product, Marketing, Revenue Operations, Sales, BI, and Support teams to represent the needs of the Success and Support teams including intake, handoffs, and prioritization
• Track KPIs to measure performance at the individual and segment level, as well as overall impact on enablement and adoption
• Own go to market and readiness functions for the CSM team to ensure product releases and updates are communicated effectively to the field
• Monitor account engagement, staffing ratios, retention to update forecasting models
• Coordinate ongoing training delivery for the Success and Support teams to ensure best practices and technical product knowledge translate to value for our Customers
• This role will report to the Customer Operations Manager as a part of the Revenue Operations Team

Qualifications

• 3+  years of experience in Customer Operations in a SaaS or FinTech environment
• 3 years of Gainsight administration experience, or Gainsight Associate Administrator (Level 3) Certification
• General understanding and hands-on experience with Horizon Rules, Data Designer, Journey Orchestrator, User Management, and Data Management
• 3+ years of experience in Operations, Program Management, or Field Enablement roles
• An ability to project manage: think through complex problems, provide recommendations, build out requirements, then execute and deploy changes.
• Bachelor's degree in business, economics, or other quantitative disciplines, or equivalent experience
• Experience developing processes, programs, and operating rhythms
• Experience with CRM, Project Management, and Success tools such as Gainsight, and Salesforce
• Intermediate skills in data analysis tools such as Tableau, Excel, Google Sheets
• Proven experience with systems/tools utilized for sales operations processes such as Salesforce, Excel, Outreach, etc..

Needed Competencies

• Strong communication skills and comfort presenting to senior leadership
• Ability to lead system and operation projects end to end, in partnership with overall program managers and stakeholders
• Highly organized self-starter with the ability to work independently at all levels of the org
• Ability to effectively collaborate with business partners and proactively communicate across locations
• High attention to detail, strong work ethic, a can-do attitude, and an ability to meet tight deadlines
• Ability to identify areas of improvement

The estimated base salary range for this role is noted below for our office location in Draper, UT. Additionally, this role is eligible to participate in BILL’s bonus and equity plan. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competi