Why Choose Bottomline?
Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team!
This role is a hybrid position with 1 day in the office in Theale, Reading.
As a Customer Success Associate, you will proactively steer customers toward their desired outcomes while driving adoption and customer delight.
You will understand customers' needs to identify ways they can maximize value and achieve their goals.
You will report directly to the Team Leader of Customer Success.
Customer Success Associates are able to work directly and independently with our customers to help them grow through building success plans and relationships. CSAs are seen as drivers, leaders, and mentors by both clients and team members within Bottomline.
CSAs will own/assist with specific projects and be responsible for their outcomes.
Essential Job Functions:
1. Managing tier 3 and 4 customers by developing and maintaining strong relationships.
2. Ownership of customer engagement with Bottomline products and services, helping customers realize the value of our solutions and services.
3. Coordinating renewals to ensure on-time renewals.
4. Identifying renewal risks and collaborating with internal teams to mediate and ensure successful renewals.
5. Monitoring customer health and creating success plans where appropriate.
6. Building and fostering relationships with key decision-makers and stakeholders across multiple customer teams.
7. Independently presenting and speaking on new product enhancements relevant to our customers.
8. Collecting and distributing customer feedback on product adoption, usage, and enhancement requests to appropriate teams.
9. Partnering with Product, Marketing, and Account Managers on product deployments, upsells, and rollouts.
10. Following the established CSM program and leading Quarterly Business Reviews and Discovery calls.
11. Engaging customers in strategy calls to derive maximum value from their investment in Bottomline.
12. Identifying new opportunities to expand customers' usage of new products and engaging internal teams as needed. Creating CSA leads.
13. Developing and sharing best practices to continually improve the quality, effectiveness, and efficiency of our processes.
14. Undertaking specific projects as requested to enhance customer value and business revenue.
Preferred Skills:
1. Customer Success/Service experience demonstrating success managing customer relationships.
2. Strong Customer Success/Service skills and excellent verbal and written communication.
3. Ability to effectively manage multiple priorities and activities simultaneously.
4. Excellent video, phone, written, and verbal communication skills.
5. Organized with high attention to detail and ability to prioritize and manage time for successful execution.
6. Demonstrated ability to assess customer needs.
7. Comfortable interacting with and tailoring messaging to all levels of customer stakeholders.
8. Able to identify risks that may impact project success and work with colleagues to determine appropriate mitigating actions.
9. Confident, self-motivated, and a true team player.
10. Demonstrated desire to learn.
11. Proficient in Word, Excel, and PowerPoint.
12. Knowledge of the Finance, Payments, or BACS industry is desirable.
We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.
#J-18808-Ljbffr