Customer Success Associate

3 weeks ago

Theale, United Kingdom Bottomline Full time

Why Choose Bottomline?

At Bottomline, we're looking for passionate individuals to help drive impactful results for our customers. If you're dedicated to delivering exceptional customer experiences and promoting growth and innovation, we want you to join our team.

Position Title: Customer Success Associate

Department: Customer Success

Reports To: Customer Success Leader (Corporate Segment)

As a Customer Success Associate, you will proactively steer customers towards their desired outcomes while driving adoption and customer delight. You will understand customer needs to identify ways they can maximize value and achieve their goals.

You will report directly to the Team Leader of Customer Success. Customer Success Associates are able to work directly and independently with our customers to help them grow through building success plans and building relationships.

CSAs are seen as drivers, leaders, and mentors by both clients and team members within Bottomline. CSAs will own/assist with specific projects and be responsible for the outcomes of the projects.

Essential Job Functions:

Managing tier 3 and 4 customers by developing and maintaining strong relationships

Ownership of customer engagement with Bottomline products and services and 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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