Senior Manager of Client Success

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.

Customer centricity is at the heart of our culture.  Our number one guiding principle is to “Delight Customers” and we are committed to doing so through every interaction and touchpoint.  Maximizing the business value, we deliver throughout our customer for life cycle is essential to our customers’ success, their long-term loyalty and to our own growth and success.   

We are looking for a Senior Manager of Client Success to be responsible for leading a team of Client Success Managers and Associates that together drive client delight, which results in client retention and expansion through increased payment volume and revenue.  The Director understands and helps his/her team communicate key client value drivers – security, automation, rebate – and builds a strategy that ensures the team has the knowledge and tools to execute these objectives.

In this role, you will be responsible for building a team that is assertive and understands its customers, and tactfully steers the team to success, while working efficiently across the entire Paymode-X line of business – Vendor Enrollment, Product, Sales, Marketing – all of which are critical to the success of the client portfolio. You will also be responsible for the ongoing enablement, coaching, and measuring of the Client Success team, ensuring consistent client experience and knowledge building

How you’ll contribute:

• Lead your team to maintain & grow our client base
• Lead the CSMs and CSAs to become their clients trusted advisors; while also strategically developing client, vendor, and internal relationships yourself
• Drive the team to effective Monthly and Quarterly reviews, communicating status of value realization, identifying areas of opportunity, and resolving open issues and challenges
• Develop success plans that CSM/As can use to align Client business goals with Bottomline’s products, solutions and services
• Leverage data to analyze and drive CSM/As performance as well as key client, vendor, and channel metrics (e.g. usage, transaction volume, vendor enrollment, etc.)
• Provide primary point of contact support for bank channel
• Enable, drive, and track CSM/As to uncover new business within existing Clients; identify new stakeholders within the Client organization and facilitate introductions to Sales.
• Ensure the team understands and presents our product roadmap to Clients, articulating how those investments translate to business value.

• Provide leadership and guidance by coaching, motivating, and leading team members to achieve their MBO goals, high performance levels, and career development
  • Defend against competition while identifying and mitigating any churn risk with our client portfolio
  • Step into client escalations as needed and work towards a timely resolution
  • Ensure rigorous attention to detail in SFDC and other business systems for tracking and reporting purposes; constantly evaluate process, reporting, and tools to improve efficiency and productivity
  • Serve as a positive, dynamic leader that displays extreme ownership and strong work ethic

• Collaborate with Key Internal Stakeholders

• • Collaborate with Implementation team leadership to ensure consistent, successful kickoffs and expedited time to revenue
  • Deeply understand the Vendor Enrollment process, identifying areas for improvement that will drive efficiency, higher enrollment rates, and higher revenue.
  • Advocate on behalf of CSM/As and Clients within Paymode X, collaborating across sales, vendor enrollment, marketing, product, implementation, operations, support and executive leadership teams.
  • Facilitate open lines of communication between Product and our CSM/As and Clients, communicating key needs, requirements, and value.
  • Work with CSM/As to document references about successful clients and Paymode X’s impact on their business, while also working with Marketing on targeted messaging and content, such as whitepapers, videos, and other materials, as requested.
  • Provide primary point of contact support for bank channel relationship managers
  • Provide regular, recurring communications about the pulse of our team and clients to key stakeholders, including directly to our CEO on a weekly basis

What will make you successful:

• 5+ years of management experience in customer success, account management, or sales
• Highly analytical; proven experience driving success and revenue growth through data-driven processes
• Positive, self-motivated, team player, action and results orientated
• Proven ability to assess organizational strengths and gaps, and motivate individuals and teams to embrace and meet objectives
• Software-as-a-service experience a strong plus
• Highly organized and capable of working effectively across functional groups
• Excellent communicator, both written and verbal
• Experience managing and leading fast paced sales or customer-focused teams
• Not afraid to make changes to teams, processes, or technology to improve the organization
• Efficiency & quality at the core of all work
• BA / BS, in a relevant business or technical discipline preferred

You’ll love Botttomline 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.

Start your #LifeAtBottomline

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