Overview
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 based in Theale, Reading and would require 1 day's attendance in the office in Theale.
Role and responsibilities
With a goal of protecting revenue and growing the customer base, as Customer Success Administrator you will own the Churn Log, where all risk and potential churn is captured and proactively updated daily. You will build trust with the team and ensure that all entries are accurate to ensure up-to-date forecasting reflects the true picture of churn and risk. You will report to the Director, Customer Success. The Customer Success Administrator will own or assist with specific projects and be responsible for the outcomes of the projects.
* Managing the churn log, checking for accuracy and that all relevant cells are filled in correctly
* Identify and report to the Director the high-risk weekly numbers
* Provide a monthly summary of movement across the risk status and churn pending
* Build and foster relationships with key supporters, decision makers and stakeholders across internal teams
* Develop and share best practices to continually improve the quality, effectiveness, and efficiency of our processes
* Undertake specific projects as requested to enhance customer value and business revenue
Qualifications
* Customer Success / Service experience. Demonstrate success managing customer relationships
* Strong Customer Success / Service skills and excellent verbal and written communication
* Ability to effectively manage multiple priorities and activities simultaneously
* Excellent video, phone, written, and verbal communication skills
* Organized with a high attention to detail and ability to prioritize and manage time for successful execution
* Demonstrated ability to assess business needs
* Comfortable interacting with and tailoring messaging to all levels of internal stakeholders
* Able to identify risks that may impact the success of projects and work with colleagues to determine appropriate mitigating actions
* Confident, self-motivated, and a true team player
* Demonstrated desire to learn
* Proficient using Word, Excel and PowerPoint
* Knowledge of the Finance, Payments industry or BACS is desirable
Inclusion and equal opportunity
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.
Application process
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Bottomline – RoW Candidate Privacy Notice
What is the purpose of this document?
This is a Candidate Privacy Notice for Bottomline. The Controller in relation to personal data is the Bottomline company to which you have applied. The Controller is responsible for deciding how it holds and uses your personal data. You are being sent a copy of this Privacy Notice because you are applying for work with Bottomline (whether as an employee, worker or contractor). It explains how and why your personal data will be used, namely for the recruitment exercise, and how long it will usually be retained for.
Principles of data protection
Personal information means information relating to a person which allows that person to be identified. The principles of data protection are outlined below, and we will comply with all applicable laws to ensure that your personal information is:
* Processed lawfully, fairly and in a transparent manner
* Processed for limited purposes, clearly explained to you in this notice or
* Relevant to only the purposes we have told you
* Accurate and kept up to date
* Kept only for as long as necessary
* Kept securely
The data we collect:
In connection with your application to work with us, we will collect, store, and use the following categories of your personal information:
* Information you have provided in your resume/curriculum vitae and covering letter
* Information you have provided on our application form, including name, title, telephone number, personal email address, gender, salary information, notice period, information on your right to work in the applicable country, and any other information we may deem essential to assess your suitability for the position
* Any information you provide during an interview
* Test Results (e.g. technical assessments or equivalent), passport copies (and marriage certificate if required for change of name), proof of address
Where necessary, we may also collect information about criminal convictions and offences, and other sensitive information as described in this notice.
How do we collect your personal information?
We usually collect personal data from candidates using an application tracking system. We may also automatically collect certain information, such as IP addresses and device identifiers. Should it not be collected during your initial application process, we may use the following sources to collect your personal information:
* You, the candidate
* Our Talent Operations team may request onboarding information: CV, name, preferred name, date of birth, gender, marital status, ID number, proof of ID, photo, address, proof of address, telephone number, email address, emergency contact details, workplace adjustments required, work experience and education details, current salary, notice period and reason for leaving, banking, tax and benefits information, as required for the location of the role
* Any recruitment agency through which you apply or are recommended by
* Our background check provider and the categories of data they collect
* Your named referees
How is your personal information used?
* Assess your skills, qualifications, and suitability for the role
* Carry out background and reference checks, where applicable
* Communicate with you about the recruitment process
* Keep records related to our hiring processes
* Comply with customer, legal or regulatory requirements
We may also anonymise your personal information for statistical and analytical purposes.
Change of purpose
We will use your personal information only for the purposes it was collected, unless we reasonably believe that we need to use it for another reason, and that reason is compatible with the original purpose. If we need to use your personal information for a different purpose, then we will notify you and explain the legal basis for this.
Please note that we may process your personal information without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
What if you do not want to provide personal information?
If you do not want to provide personal information to us, which is necessary for us to consider your application (such as evidence of qualifications or work history), we will not be able to process your application successfully. For example, if we require a credit check or references for this role and you fail to provide us with relevant details, we will not be able to take your application further.
How is your sensitive personal information used?
In general, we will not process particularly sensitive personal information about you unless it is necessary for performing or exercising obligations or rights in connection with application. On rare occasions, there may be other reasons for processing, such as it is in the public interest to do so. Examples of how we will process particularly sensitive personal information are as follows:
* Where relevant, we will use information about adjustments required in the workplace where it may require us to provide appropriate adjustments during recruitment
* We may use information about race or national origin to ensure meaningful equal opportunity monitoring and reporting
* We will use information provided in your background checks to determine your eligibility for the position
Where appropriate, we will use the information about criminal convictions to ensure suitability for roles requiring trust and integrity. All such processing will be conducted in accordance with data protection and employment laws.
Sharing your personal information
We will share your personal information with third parties, including third-party service providers and other entities in the group, where required by law, where it is necessary to administer the application process or where we have another legitimate interest in doing so.
We may share your personal information with our affiliates, if the hiring manager is based there or where they perform a key function, as part of our group and to support the recruitment process.
We also share your personal information with applicable third parties in the ordinary course of business, such as professional advisors, third-party service providers and government or similar organizations.
If we share your personal information with any third parties, we will ensure that it is processed in an appropriate manner and take all necessary measures to protect it. We will follow all applicable laws when transferring your personal information outside of your country.
As part of your application to us, we currently share your personal information with the below third parties for the purposes specified. For details on how we do this please contact the DPO or HR.
Third Parties
Greenhouse Software Inc
Microsoft Corporation
Talend, Inc
What they do?
Security of candidate personal information
We have in place the appropriate security measures to prevent your personal information from being accidentally lost, used, accessed in an unauthorized manner, altered or disclosed. Access to personal information is limited only to those individuals who require access in order to perform their role. Where your personal information is shared with third parties, it will be on instructions from us and they will be under duties of confidentiality and obligations to ensure the security of your personal information.
Unless you become an employee, in which case your personal information will be held in accordance with our Employee Privacy Notice, we will retain your personal information for a period necessary in the event of a legal claim, to show that we have not discriminated against candidates on prohibited grounds and that we have conducted the recruitment exercise in a fair and transparent way and then in line with any legal, accounting, regulatory or reporting requirements that are applicable. After this period, we will securely destroy your personal information in accordance with applicable laws and regulations.
If we wish to retain your personal information on file, on the basis that a further opportunity may arise in future and we may wish to consider you for that, we will contact you separately, seeking your consent to retain your personal information for a fixed period on that basis.
Your rights and obligations
It is important that the personal information we hold about you is kept up to date. Please use the applicable processes to inform us of any updates to your personal information.
When you applied for this role, you provided consent to us processing your personal information for the purposes of the recruitment exercise. You have the right to withdraw your consent for processing for that purpose at any time. To withdraw your consent, please contact the Talent Acquisition Team. Once we have received notification that you have withdrawn your consent, we will no longer process your application and, subject to our retention policy, we will dispose of your personal data securely.
Under certain circumstances and where legislation requires, by law, you have the right to:
* Request access to your personal information
* Request correction of the personal information that we hold about you
* Request erasure of your personal information
* Object to processing of your personal information
* Request the restriction of processing of your personal information
* Request the transfer of your personal information to another party
If you want to review, verify, correct or request erasure of your personal information, object to the processing of your data, or request that we transfer a copy of your personal information to another party, please contact the Data Protection Officer in writing.
You are not usually required to pay any charge for exercising your rights, however we may charge a reasonable fee if your request for access is clearly unfounded or excessive. Full details of your rights can be found in the applicable data privacy legislation or by reference to guidance produced by the data privacy regulator in your country.
You also may have the right to make a complaint to the data privacy regulator in your country.
Changes to this Privacy Notice
We may update this notice at any time. This notice was published on 15 May 2025.
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