SYS-CON MEDIA Authors: Elizabeth White, Liz McMillan, Yeshim Deniz, Roger Strukhoff, Jason Bloomberg

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Bill.com Appoints Miguel Lopez to Lead Customer Success Team

Bill.com, the leading digital business payments company, today announced Miguel Lopez as the company’s Senior Vice President of Customer Success. In this position, Lopez will ensure both new and existing customers get the most out of Bill.com by delivering an effective melding of human support and advanced customer service technology.

Over the course of his 18-year career, Lopez has 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. Lopez held several leadership roles at GoDaddy. Vice President of Customer Care Center was the most recent, where he was responsible for technical support and overall customer care and led a team of more than 2,000 employees. Just prior to Bill.com, Lopez was Senior Vice President of Client Services at Yotpo, a user-generated content marketing platform, where he was instrumental in scaling the company in the U.S. and Israel. He also held leadership roles at G/O Digital and Bank of America in customer success and customer marketing, respectively.

“Miguel has first-hand experience overseeing the rapidly evolving role of customer success in a cloud-based software and service company,” said Bill.com CEO Renė Lacerte. “He knows customers want fast and efficient solutions and he knows how to deliver and scale customer success organizations that do just that. During the search we focused on leaders who can effectively weave together advanced technology and human support. Miguel’s experience and background make him a perfect fit.”

“Bill.com customer support is one of the best in the industry. Other vendors’ support lines will leave you hanging for days without a resolution, but with Bill.com chat support, 99.9% of our questions or issues have been resolved in less than three minutes,” said Bill.com customer Blake Seidman, controller for TED Conferences. “I have also learned a lot of ‘tips and tricks’ from the support team. I feel like Bill.com customer support will ensure we are able to see all the benefits Bill.com has to offer.”

In addition to small and medium sized business that go to Bill.com directly, Lopez will also be supporting customers coming from some of the nation’s top banks and accounting firms.

Lopez’s hire is representative of Bill.com’s continued investment in driving customer delight. Just months ago, Bill.com announced a new machine learning-powered online customer support center, which is driving significant increases in customer self-resolution. Lopez and his team will complement current and future technologies to both solve issues at hand and proactively provide ways to streamline business payments for users.

“Historically, customer ‘service’ meant navigating extensive phone menus and exorbitant on-hold wait times. Companies had a sea of churning call center personnel who delivered uneven experiences,” commented Lopez. “Today advancements in technology, like machine learning, have freed up more rep time for relationship-driven customer success. Bill.com already has an industry-leading customer support team, amplified by new tech, and I’m excited to apply my experience to further enhance the customer experience and scale the company.”

This is the third addition Bill.com has made to the executive team in three months, as the company continues to add top talent to its leadership team. Lopez’s announcement follows those of Yael Zheng as Chief Marketing Officer and Vinay Pai as Senior Vice President of Engineering.

About Bill.com

Bill.com is the leading digital business payments company with 3 million members processing over $52 billion per year in payment volume. Bill.com helps businesses connect and do business by saving them more than 50 percent of the time typically spent on financial back-office operations. Bill.com partners with four of the top 10 largest U.S. banks, more than 60 of the top 100 accounting firms, major accounting software providers including Netsuite, Intacct, Intuit and Xero, and is the preferred provider of digital payments solutions for CPA.com, the technology arm of the American Institute of CPAs (AICPA). Recognized as one of San Francisco Business Times’ and Silicon Valley Business Journal’s “2018 Best Places to Work,” Bill.com has over $200 million in funding with the most recent investment round led by Temasek and JP Morgan Chase.

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