Director, Customer Community

Being a Champion for SMBs is good for business. And a career defining opportunity for you

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 Sydney, AUS 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

As a champion for SMBs, BILL is seeking a leader for the team charged with managing our community of customer advocates. Our customers are at the heart of our brand and supporting their success by shining a light on their accomplishments and the foundational role they play in our economy and communities is a key part of this role.  This position reports into the VP of Corporate Marketing and will be responsible for continuing to build and grow a community of SMB and accountant customers who can learn from each other and are willing to evangelize on BILL’s behalf. As the Director of Customer Community, you'll be responsible for the overall strategy and execution to scale the customer advocacy function and its community. If you have a passion for SMBs and accountants, you will have the opportunity to interact with them, build relationships with them and activate their experiences with BILL through a number of different channels including sales references, regional events, videos, webinars, livestreams, podcasts, social media, advertising, media interviews, and more. You will develop a strategic plan focused on building a strong pipeline of new customer advocates as well as nurturing those in the program to support business goals, amplify our brand, and accelerate sales opportunities.  This leader will also be responsible for developing programs to engage the full community of advocates with each other ensuring they continually derive value from this community as well as from BILL.  

We’d love to chat if you have:

• Screening/vetting and/or outreach and recruitment of BILL customer advocates
• Build and source internal pipeline for new customer community members
• Define value props and programs that make the value proposition for participating in the community “sticky”
• Manage a database of customer advocates and ensure we are classifying, tracking and managing frequency of individual customer advocacy activities
• Proven track record working effectively with evangelists and thought leaders
• Strong understanding of what it takes to run a small and midsized business
• Experience orchestrating customer reviews with third party review sites (e.g., G2, Captera, etc.) 
• Create, track and balance budgets
• Knowledge of systems foundational to scale scaling the function  (e.g., Salesforce,  Reference Edge, User Evidence, Influitive, etc.)
• 7+ years experience working with a customer advocacy community, content development 
• Executive presence, with strong verbal and written communication skills
• Equal parts storyteller, relationship builder, operational and analytical leader.
• High EQ individual that is able to connect and build strong relationships both internally and externally.
• Demonstrated success understanding and fulfilling internal and external customer needs; problem-solver mindset.
• Video production experience a plus

Let’s talk about benefits

• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
• HSA & FSA accounts 
• Life Insurance, Long & Short-term disability coverage
• Employee Assistance Program (EAP)
• 11+ Observed holidays and wellness days and flexible time off 
• Employee Stock Purchase Program with employee discounts
• Wellness & Fitness initiatives
• Employee recognition and referral programs
• And much more