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Customer Advocacy Lead
3 months ago
Position Title: Customer Success Specialist
Department: Customer Success
Reports To: Customer Success Leader
Why Choose Bottomline?
Bottomline is a renowned global leader in business payments and cash management, boasting over 30 years of expertise and facilitating more than $10 trillion in payments annually. We are seeking enthusiastic individuals who are committed to enhancing customer satisfaction and fostering growth and innovation.
Role Overview:
As a Customer Success Specialist, your primary responsibility will be to guide clients towards achieving their desired outcomes while promoting product adoption and ensuring customer satisfaction. You will assess customer requirements to identify opportunities for maximizing value and achieving their objectives.
Key Responsibilities:
- Manage relationships with tier 3 and 4 clients, ensuring strong connections are developed and maintained.
- Take ownership of customer interactions with Bottomline’s products and services, assisting clients in realizing the value of our solutions.
- Coordinate contract renewals to ensure timely completion.
- Identify potential renewal risks and collaborate with internal teams to address and mitigate these issues.
- Monitor customer health and develop success plans as necessary.
- Build and nurture relationships with key decision-makers and stakeholders across various customer teams.
- Independently present and discuss new product enhancements relevant to our clients.
- Gather and relay customer feedback regarding product usage and enhancement requests to the appropriate teams.
- Collaborate with Product, Marketing, and Account Managers on product deployments and upsell opportunities.
- Adhere to the established Customer Success Management program and lead business reviews and discovery sessions.
- Engage clients in strategic discussions to maximize the value derived from their investment in Bottomline.
- Identify new opportunities to expand customer usage of additional products and engage internal teams as required.
- Share best practices to continually enhance the quality and efficiency of our processes.
- Undertake specific projects as assigned to increase customer value and business revenue.
Preferred Qualifications:
- Experience in Customer Success or Service, demonstrating success in managing client relationships.
- Strong interpersonal skills with excellent verbal and written communication abilities.
- Proficient in managing multiple priorities and tasks simultaneously.
- Exceptional organizational skills with a keen attention to detail.
- Ability to assess customer needs effectively.
- Comfortable interacting with stakeholders at all levels.
- Adept at identifying risks that may affect project success and collaborating with colleagues to develop 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 a plus.
At Bottomline, we welcome talent at all career stages and are committed to fostering an inclusive and supportive environment for everyone.
