Client Success Specialist

4 weeks ago

Theale, United Kingdom Bottomline Full time

Why Choose Bottomline?

Are you prepared to revolutionize the way businesses handle payments? Bottomline stands as a global frontrunner in business payments and cash management, boasting over 30 years of expertise and facilitating more than $10 trillion in transactions annually. We seek enthusiastic individuals to contribute to our mission and deliver significant outcomes for our clients. If you are committed to enhancing customer satisfaction and fostering growth and innovation, we would like to hear from you.

The Role

As a Client Success Specialist, you will take the initiative to guide clients towards achieving their desired results while promoting the adoption of our services. Your understanding of client requirements will enable you to pinpoint opportunities for them to maximize value and reach their objectives.

Client Success Specialists work autonomously with our clients, assisting them in their growth by formulating success strategies and nurturing relationships. They are recognized as leaders and mentors by both clients and colleagues at Bottomline, contributing to specific projects and being accountable for their outcomes.

  • Overseeing tier 3 and 4 clients by cultivating and sustaining robust relationships
  • Taking ownership of client engagement with Bottomline offerings and assisting clients in realizing the benefits of our solutions
  • Coordinating renewals to ensure timely completion
  • Identifying renewal risks and collaborating with internal teams to address and ensure successful renewals
  • Monitoring client health and developing success plans as necessary
  • Building and nurturing relationships with key decision-makers and stakeholders across various client teams
  • Independently presenting and discussing new product enhancements relevant to our clients
  • Gathering and sharing client feedback on product usage, adoption, and enhancement requests with appropriate teams
  • Collaborating with Product, Marketing, and Account Managers on product deployments, upsells, and rollouts
  • Adhering to the established Client Success Management program and leading Quarterly Business Reviews and Discovery calls
  • Engaging clients in strategic discussions to maximize the value of their investment in Bottomline
  • Identifying new opportunities to expand client usage of additional products and involving internal teams as necessary
  • Developing and sharing best practices to continuously enhance the quality, effectiveness, and efficiency of our processes
  • Undertaking specific projects as requested to boost client value and business revenue

What will you learn:

  • Experience in Customer Success/Service, demonstrating success in managing client relationships
  • Strong Customer Success/Service skills with excellent verbal and written communication
  • Ability to effectively manage multiple priorities and activities concurrently
  • Comfort in interacting with and tailoring messages to all levels of client stakeholders
  • Aptitude for identifying risks that may affect project success and collaborating with colleagues to determine suitable mitigating actions

What will make you successful:

  • Exceptional video, phone, written, and verbal communication skills
  • Organized with a keen attention to detail and the ability to prioritize and manage time for successful execution
  • Confident, self-driven, and a true team player
  • Demonstrated eagerness to learn
  • Proficient in using Word, Excel, and PowerPoint

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.

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