Delivery Manager

Bottomline is at the forefront of digital transformation. We are a growing global market leader uniquely equipped to address the changing needs of how businesses pay and get paid. Our culture of Working with and for each other enables us to delight our customers. We empower our teams to think like owners driving customer satisfaction, helping them grow their business and win in their markets.

We are looking for a Delivery Manager to innovate, win, and grow with us in Portsmouth, NH.

This role can be hybrid or 100% remote

How you’ll contribute:

This position is responsible for operational and project planning for new services orders within the Classic North America delivery team. Tasks may include but are not limited to: Assisting with Sales estimates and customer calls, forecast management, project queue management, contacting customers for materials gathering, managing and/or mentoring a team of services resources, confirming/reinforcing project scope, and appropriately setting customer expectations for services engagements.  The Delivery Manager may assist in managing larger accounts at either a project or program level.  This position will also assist in documenting, implementing, and enforcing services procedures and best practices.

Responsibilities:

• Portfolio Management
• Oversee and be accountable for a portfolio of work that furthers strategic company objectives
• “Zoom in" to projects to help manage and course correct as needed; anticipate conflicting needs and proactively resolve them
• Define and regularly report on metrics and measurement for programs and projects within the portfolio
• Monitor portfolio exposure and ensure appropriate risk communication, escalation, and risk mitigation plans are in place.
• Serve as point of escalation for customer issues
• Manage larger accounts which includes but is not limited to general administrative oversight, project or program management, and Steering Committee meeting participation
• Assist Sales Team with Professional Services quotes, leveraging team resources as needed

Project Queue Management

• Work with customers to obtain and/or confirm work requirements for services orders
• Work with customers on gathering materials necessary for services engagements
• Manage the scheduling and execution of billable project work, including resource capacity and forecast management
• Create and maintain projects and dashboards in Salesforce

Administrative/People Management

• Drive adoption of new processes across the organization
• Time tracking setup, oversight, and approvals
• Supervise, mentor and coach team members
• Work collaboratively to create consistent handbooks, checklists, templates, and other best practices process and procedure documentation
• Focus on both customer satisfaction and continuous seeking out of new opportunities to expand customer relationships
• Onsite travel as required
• Active participation and adherence to Bottomline’s C1 Customer Service program

Key Metrics:

Like every member of the Global Delivery Organization, the Delivery Manager is evaluated on the ability of the segment to provide outstanding support services to our customers while identifying potential revenue opportunities. Additionally, the Delivery Manager is evaluated on the ability of the segment to meet revenue and contribution targets and to successfully work as part of a team delivering customer solutions on time and on budget. Specific evaluation metrics may include:

• Segment/Function revenue targets
• Time to Revenue targets
• Rate Realization targets
• Team billable utilization targets
• Customer delight ratings
• Project costs and margins management

What will make you successful:

• Five or more years related experience or equivalent
• Payments domain experience; i.e. Global EFT, NACHA, ISO20022/Wires, Checks, etc.
• Ability to work independently with minimal direction
• A results-oriented approach, with a track record of revenue-driving success and leading teams to achieve or surpass departmental goals amid stalling forces
• Energy and passion for teamwork and collaboration in a dynamic, fast-paced environment
• Flexibility, creativity, innovation, and a willingness to work within constantly changing priorities with enthusiasm
• Demonstrated product expertise and the ability to learn new products
• Proven history of leadership traits in order to motivate, communicate, provide feedback and coaching to others to enable achievement of objectives empowering them to undertake tasks whilst maintaining accountability.
• Superior organizational and time-management skills along with strong sense of urgency
• Superior Prioritization and delegation skills
• Effective communication skills, both written and verbal, with people at all levels and from various backgrounds; tailored messaging
• Demonstrated ability to solve complex and ambiguous problems with good judgment, critical thinking, and creative solutioning.
• Collaborative: One-Team spirit, promoting cooperation & collective performance

You’ll love Bottomline because in everything we do we seek to delight our customers and we are passionate about building a company of which we can all be proud, and this starts with building amazing teams filled with team members that challenge you every day.

#lifeatbottomline

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