Client Success Manager

4 weeks ago

Theale, United Kingdom Bottomline Full time

Position Title: Customer Success Manager

Department: Customer Success

Reports To: Customer Success Leader

About Bottomline:

Bottomline is a pioneering force in the realm of business payments and cash management, boasting over three decades of expertise and facilitating the movement of more than $10 trillion in payments each year. We are on the lookout for enthusiastic individuals who are eager to make a significant impact for our clients. If you are committed to enhancing customer experiences and fostering growth and innovation, we invite you to consider joining our team.

Role Overview:

As a Customer Success Manager, your primary responsibility will be to guide clients towards achieving their desired outcomes while promoting the adoption of our solutions and ensuring customer satisfaction.

You will be tasked with understanding client needs to identify opportunities for maximizing value and helping them reach their objectives.

This role involves direct collaboration with clients to develop success plans and nurture relationships, positioning you as a leader and mentor within both the client and internal teams.

Key Responsibilities:

  • Manage relationships with tier 3 and 4 clients, ensuring strong engagement and satisfaction.
  • Take ownership of customer interactions with Bottomline’s products and services, assisting clients in realizing the full potential of our offerings.
  • Coordinate contract renewals to ensure timely completion.
  • Identify risks related to renewals and collaborate with internal teams to address them effectively.
  • Monitor client health and create tailored success plans as necessary.
  • Build and maintain relationships with key decision-makers and stakeholders across various client teams.
  • Present new product enhancements relevant to our clients independently.
  • Gather and relay customer feedback regarding product usage and enhancement requests to the appropriate teams.
  • Collaborate with Product, Marketing, and Account Management teams on product rollouts and upselling opportunities.
  • Adhere to the established Customer Success Management program, leading quarterly business reviews and discovery calls.
  • Engage clients in strategic discussions to maximize the value of their investment in Bottomline.
  • Identify new opportunities for clients to utilize additional products and engage internal teams as necessary.
  • Share best practices to continuously enhance the quality and efficiency of our processes.
  • Undertake specific projects aimed at increasing customer value and driving business revenue.

Preferred Qualifications:

  • Experience in Customer Success or Service, demonstrating a track record of managing client relationships effectively.
  • Strong communication skills, both verbal and written, with a focus on customer service.
  • Ability to manage multiple priorities and tasks simultaneously.
  • Exceptional organizational skills and attention to detail.
  • Proven ability to assess and understand customer needs.
  • Comfortable engaging with stakeholders at all levels.
  • Adept at identifying risks that may affect project success and collaborating on mitigation strategies.
  • Self-motivated, confident, and a collaborative team player.
  • Desire to learn and grow within the role.
  • Proficient in Microsoft Word, Excel, and PowerPoint.
  • Knowledge of the Finance, Payments, or BACS industry is advantageous.

At Bottomline, we value talent at all stages of their careers and are committed to fostering an inclusive environment for all. We are proud to be an equal opportunity employer.

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