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Customer Success Associate

1 month ago

Theale, United Kingdom Bottomline Full time
Customer Success Associate

At Bottomline, we're seeking a highly motivated and customer-focused individual to join our team as a Customer Success Associate. As a key member of our Customer Success team, you will play a critical role in driving customer satisfaction and growth through proactive engagement and strategic planning.

Key Responsibilities:
  • Develop and maintain strong relationships with tier 3 and 4 customers to ensure their success with Bottomline products and services.
  • Ownership of customer engagement, including identifying opportunities to maximize value and achieve customer goals.
  • Collaborate with internal teams to remediate renewal risks and ensure successful renewals.
  • Monitor customer health and create success plans to drive growth and adoption.
  • Build and foster relationships with key decision makers and stakeholders across multiple customer teams.
  • Present and communicate new product enhancements to customers, ensuring they realize the value of our solutions and services.
  • Partner with Product, Marketing, and Account Managers on product deployments, upsells, and rollouts.
  • Lead Quarterly Business Reviews and Discovery calls to drive customer success and growth.
  • Engage customers in strategy calls to derive maximum value from their investment in Bottomline.
Requirements:
  • Customer Success / Service experience, with a proven track record of managing customer relationships.
  • Strong Customer Success / Service skills and excellent verbal and written communication.
  • Ability to effectively manage multiple priorities and activities simultaneously.
  • Excellent video, phone, written, and verbal communication skills.
  • Organized with a high attention to detail and ability to prioritize and manage time for successful execution.
  • Demonstrated ability to assess customer needs and identify opportunities for growth.
  • Comfortable interacting with and tailoring messaging to all levels of customer stakeholders.
  • Able to identify risks that may impact the success of projects and work with colleagues to determine appropriate mitigating actions.
  • Confident, self-motivated, and a true team player.
  • Demonstrated desire to learn and adapt to new situations.
  • Proficient using Word, Excel, and PowerPoint.
  • Knowledge of the Finance, Payments, or BACS industry is desirable.