Customer Success Associate

2 weeks ago

Theale, United Kingdom Bottomline Full time

Why Choose Bottomline?

At Bottomline, we're on a mission to transform the way businesses pay and get paid. As a global leader in business payments and cash management, we're looking for talented individuals to join our team and help drive impactful results for our customers.

Position Title: Customer Success Associate

Department: Customer Success

Reports To: Customer Success Leader (Corporate Segment)

As a Customer Success Associate, you'll play a critical role in steering customers towards their desired outcomes while driving adoption and customer delight. You'll understand customer needs to identify ways they can maximize value and achieve their goals.

You'll report directly to the Team Leader of Customer Success and work closely with internal teams to ensure seamless customer experiences. Customer Success Associates are able to work directly and independently with our customers to help them grow through building success plans and building relationships.

Essential Job Functions:

  • Managing tier 3 and 4 customers by developing and maintaining strong relationships
  • Ownership of customer engagement with Bottomline products and services, helping customers to realize the value of our solutions and services
  • Coordinating renewals to ensure on-time renewals
  • Identifying renewal risk and collaborating with internal teams to remediate and ensure a successful renewal
  • Monitoring customer health and creating success plans where appropriate
  • Building and fostering relationships with key decision-makers and stakeholders across multiple customer teams
  • Independently presenting and speaking to new product enhancements that are relevant to our customers
  • Collating and distributing customer feedback on product adoption, usage, enhancement requests to appropriate teams
  • Partnering with Product, Marketing, and Account Managers on product deployments, upsells, and rollouts
  • Following the established CSM program and leading Quarterly Business Reviews and Discovery calls
  • Engaging customers in strategy calls to derive maximum value from their investment in Bottomline
  • Identifying new opportunities to expand customer usage of new products and engaging internal teams as needed. Creating CSA leads
  • Developing and sharing best-practices to continually improve the quality, effectiveness, and efficiency of our processes
  • Undertaking specific projects as requested to enhance customer value and business revenue

Preferred Skills:

  • Customer Success/Service experience, demonstrating success 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
  • 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
  • Proficient using Word, Excel, and PowerPoint
  • Knowledge of the Finance, Payments, or BACS industry is desirable

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