Senior Customer Success Manager

Who Are We?

Bottomline is on a mission to be the world's leading business payments company, aligning our team to the common purpose of transforming the way businesses pay and get paid. It is a journey that goes around the world serving financial institutions and companies in more than 90 countries. Our Portsmouth office is the central strategic hub in the US as well as one of the go-to market global centers of excellence, conveniently positioned to enable a fulfilling and flexible, hybrid work-life balance. A place to collaborate and share knowledge share across multidisciplinary teams, it also provides the perfect space to meet virtually with our colleagues across time zones.

Culture and Values

We are one global team, who work with and for each other in a drive to delight customers through excellent execution, which fuels how we create and grow sustained business value for our customers, our team and all who partner with us. Our culture encourages people to be brave and curious, to drive to closure and to ensure our values and principles are lived out daily. We excel at Bottomline because we are positive and passionate about building a #LifeAtBottomline

Role

As a Sr. Customer Success Manager, you will be responsible for revenue and customer delight by proactively guiding customers towards their desired outcomes through the adoption of Paymode-X services. It is important to understand customers' needs to identify ways they can maximize the value of Paymode-X to achieve their business goals. You are responsible for enriching the customer experience throughout the life cycle through proactive engagement and resolving questions and concerns about their Paymode-X membership.

You will work closely with Paymode-X Vendor Sales team to expand business by identifying new revenue opportunities. And you will work cross functionally with Payer Account Managers, Product and Member Services to address customer questions and concerns resulting in long term Customer commitment to the Paymode-X network.

How you'll contribue:

• Manage a portfolio of high value customers to protect and grow revenue within the existing customer portfolio.
• Establish and maintain relationships to become a trusted advisor.
• Ensure customer engagement with Paymode-X service and features to drive customer value and delight.
• Execute customer business reviews ensuring alignment of Paymode-X services to customer goals.
• Monitor customer health and create risk mitigation plans where appropriate.
• Build and foster relationships with key points of contact across multiple customers to retain customer loyalty.
• Proactively identify potential escalation risk and collaborate with internal teams to retain revenue, remediate, and ensure a positive outcome.
• Resolve customer inquiries by educating customers about the value of the Paymode-X services delivered.
• Present and speak about new product enhancements that are relevant to our customers.
• Identify new opportunities to expand customer's usage of the Paymode-X network and services.
• Develop and share best-practices to continually improve the quality, effectiveness, and efficiency of our processes.

What will make you successful:

• Customer Success experience. Demonstrate success managing customer relationships within the Enterprise portfolio in a retention-carrying role.
• Excellent verbal and written communication skills to effectively communicate and interact with customers at various levels, understanding their needs and providing clear direction on how Paymode-X addresses the needs.
• Ability to effectively manage multiple priorities and activities simultaneously in a fast-paced environment.
• A genuine interest in helping customers. Empathy and patience are valuable traits when dealing with inquiries and issues.
• Analytical skills with an attention to insights: Provide regular, recurring communications about the pulse of our customers to key internal stakeholders.
• Always positive, driven to excel and takes initiative.
• Able to identify risks that may impact the success of a customer program and lead the execution of appropriate mitigating actions.
• Confident, self-motivated, and a true team player.
• Comfort interacting with and tailoring messaging to all levels of customer resources.
• Minimum of 5-10 years' experience within the FinTech industry and a solid understanding of the broader payment ecosystem and competitive landscape relative to the payments world.
• Experience using CRM applications for customer management, Customer Success program reporting, while maintaining the most current, accurate customer data
• Bachelor's Degree or higher, with a business or technical focus.

We welcome talent at all phases of their career through understanding and supporting additional needs (where applicable) as we look to innovate, win, and grow together.

Bottomline is proud to be an equal opportunity employer. We are committed to treating all individuals in a fair and equal manner by creating an inclusive and open environment.