Sr. Director, 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 Sr. Director of Client Success to innovate, win and grow with us virtually!  In this role, you will be responsible for leading a team of Managers, Client Success Managers (CSM), and Client Success Associates (CSA) that drive client delight and revenue retention and expansion through increased payment volume.  As a Sr. Director, you understand and help your team communicate key client value drivers – security, automation, rebate – while constantly looking for ways to grow Bottomline’s business with our existing clients.

Additionally, you will be responsible for building, coaching, and measuring a team that is assertive, understands its clients, and tactfully steers the team to success. The Sr. Director works 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. The Sr. Director will also build and maintain key relationships with the Channel Managers, Banks, and directly with Clients.

How you'll contribute:

• Lead Your Team to Maintain & Grow Our Client Base
  • Lead the Managers and CSM/As 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
  • 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.)
  • Develop the strategic vision for your team – how the team will grow, where to focus efforts, and how to put structures in place to maximize client delight and growth
  • Provide primary point of contact support for bank channel
  • Enable, drive, and track the team 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 goals and develop professionally
  • 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
  • Proactively align internal stakeholders to drive process improvements, issue resolution, and capture of new opportunities
  • Collaborate with Implementation team leadership to ensure consistent, successful kickoffs and expedited time to revenue
  • Work with Managers & CSM/As to document references for 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.
  • Advocate on behalf of your management team, 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, the CS team, and Clients – communicating key needs, requirements, and value.
  • Provide regular, recurring communications about the pulse of our team and clients to key stakeholders on a weekly basis.

What will make you successful:

• 10+ years of management experience in customer success, account management, or sales
• Experience managing a team of managers and individual contributors
• 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
• 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
• Software-as-a-service experience a strong plus
• 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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