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Customer Engagement Specialist
3 months ago
Position Title: Customer Success Manager
Department: Customer Success
Reports To: Customer Success Leader
About Bottomline:
Bottomline is a premier global entity 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 eager to contribute to our mission of delivering exceptional results for our clients.
Role Overview:
As a Customer Success Manager, your primary responsibility will be to guide clients towards achieving their objectives while enhancing product adoption and ensuring customer satisfaction. You will assess client needs to pinpoint opportunities for maximizing value and reaching their goals.
Key Responsibilities:
- Manage relationships with tier 3 and 4 clients, fostering strong connections.
- Oversee customer engagement with Bottomline’s offerings, ensuring clients recognize the value of our solutions.
- Coordinate renewal processes to guarantee timely renewals.
- Identify potential renewal risks and collaborate with internal teams to address them effectively.
- Monitor client health and develop success plans as necessary.
- Build and nurture relationships with key decision-makers and stakeholders across various client teams.
- Present and discuss new product enhancements relevant to our clients independently.
- Gather and relay customer feedback regarding product usage and enhancement requests to appropriate teams.
- Collaborate with Product, Marketing, and Account Managers on product deployments 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 their investment in Bottomline.
- Identify new opportunities to expand client usage of additional products and coordinate with internal teams as necessary.
- Share best practices to continually enhance the quality and efficiency of our processes.
- Undertake specific projects as assigned to boost customer value and drive business revenue.
Preferred Qualifications:
- Experience in Customer Success or Service, demonstrating effective management of client relationships.
- Strong skills in Customer Success or Service with excellent verbal and written communication abilities.
- Proficient in managing multiple priorities and tasks simultaneously.
- Exceptional communication skills across various mediums.
- Organized with keen attention to detail, capable of prioritizing tasks for successful execution.
- Ability to assess client needs effectively.
- Comfortable interacting with stakeholders at all levels.
- Adept at identifying risks that may affect project success and collaborating with colleagues to implement mitigating strategies.
- Self-motivated, confident, and a true team player.
- Demonstrated eagerness to learn and grow.
- Proficient in Microsoft Word, Excel, and PowerPoint.
- Knowledge of the Finance, Payments, or BACS industry is advantageous.
We are committed to fostering an inclusive environment and welcome talent at all career stages, ensuring we understand and support diverse needs.
