Customer Success Manager

Bottomline is at the forefront of digital transformation for financial institutions. We are a growing global market leader uniquely equipped to address the changing needs of how banks of all sizes engage their business and commercial customers electronically. We help our bank customers to compete, win, and grow in commercial banking by winning the battle of primary ownership of the customer relationship.  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 delight, helping them grow their business and win in their markets.

As a Customer Success Manager, you will be responsible for revenue, renewals, and customer delight by proactively guiding customers towards their desired outcomes through the adoption of services. It is important to understand customers’ needs to identify ways they can maximize value and achieve their business goals. Customer Success Manager within our Fraud and Financial Crime product line, you are responsible for optimizing and enriching the customer experience throughout the life cycle and orchestrating the customer journey through proactive engagement strategies for your assigned portfolio of CFRM Customers. 

You will work cross functionally and globally to ensure CFRM teams are executing to enable Customer success. Working closely with Sales, you will identify opportunities to expand business by positioning and recommending additional products, solutions and services that will maximize business value for the Customer. You will measure and monitor the adoption and health of our customers throughout the customer journey.   

Essential Job Functions:

• Manage high value customers to protect revenue, expand renewal values and identify leads for expansion.
• Ensure Customer adoption and engagement with Bottomline products and services – drive value messaging.
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
• Monitor customer health and create risk mitigation plans where appropriate.
• Build and foster relationships with key decision makers and stakeholders across multiple customer teams.
• Independently present and speak to new product enhancements that are relevant to our customers
• Collate and distribute customer feedback on product adoption, usage, enhancement requests to appropriate teams
• Coordinate and/or lead Quarterly Business Reviews with or without Account Management support.
• Identify new opportunities to expand customer's usage of new products and engage internal teams as needed
• Resolve customer inquiries by aligning customers with the right resources.
• Develop and share best-practices to continually improve the quality, effectiveness, and efficiency of our processes.
• Prior payments experience required 

Preferred Skills:

• Customer Success experience. Demonstrate success managing customer relationships within Enterprise and Growth portfolio in a retention-carrying role.
• Strong Customer Success Management skills and excellent verbal and written communication.
• Ability to effectively manage multiple priorities and activities simultaneously.
• Provide regular, recurring communications about the pulse of our customers to key stakeholders on a weekly basis. 
• Always positive, driven to excel and takes initiative
• Excellent video, phone, written, and verbal communication skills
• Comfort interacting with and tailoring messaging to all levels of customer resources
• Able to identify risks that may impact the success of projects and determine appropriate mitigating actions
• Confident, self-motivated, and a true team player
• Minimum of 4 years of experience within the Financial Services and/or FinTech industry, Fraud and Financial Crime domain experience and an understanding of the broader payment ecosystem and competitive landscape relative to the payments world. 
• Experience using CRM applications for opportunity management, customer success program reporting, while maintaining the most current, accurate Customer data 

Education: Bachelor’s Degree or higher, with a business or technical focus preferred

We welcome talent at all phases of their career through understanding and supporting additional needs (where applicable) as we look to innovate, win, and grow together.

Bottomline is proud to be an equal opportunity employer. We are committed to treating all individuals in a fair and equal manner by creating an inclusive and open environment.

#LifeAtBottomline