Customer Success Specialist

Why Choose Bottomline?

Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team!

The Role:

As a Customer Success Associate (CSA) within our Financial Messaging team, you are responsible for optimizing and enriching the customer experience through proactive engagement strategies for your assigned portfolio of Customers. Our goal is to protect and grow the revenue in our existing customer portfolio.

As a CSA, you will serve as the main point of contact for customers, helping them achieve their goals, resolve challenges, and drive engagement. You will lead our customers to their desired outcomes and demonstrate the significance of the strategic partnership with Bottomline Technologies. Through a consultative approach, you will proactively engage and enable the customer throughout the journey to ensure success and delight. You will work cross functionality to ensure 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 as well as reviewing contracts and looking for opportunities to expand the current value. You will measure and monitor the adoption and health of our customers throughout the customer journey and you will be the primary engagement point with the customer for monthly reviews, as well as resolving challenges and issues. You are at the forefront of activities that will continuously drive increased customer delight and are ultimately responsible for the retention and significant growth for your assigned Customers.

This role is remote-friendly; however, we have a preference for candidates located in the Eastern time zone to support team collaboration and alignment with core working hours.

How you'll contribute:

• Customer Management & Retention
  • Develop long-term relationships with customers, understanding their business needs.
  • Protect the revenue and maximize renewal opportunities.
  • Act as a strategic advisor, identifying opportunities for upselling and cross-selling.
  • Monitor customer health scores and proactively address potential issues.
• Communication - Voice of the Customer
  • Be the internal voice to raise awareness if there is risk and drive the teams to mitigate it.
  • Outstanding verbal and written communication skills, with the ability to present to a diverse audience, both internally and externally

• Support & Problem Solving
  • Serve as the main point of contact for customer inquiries and concerns.
  • Work cross-functionally with sales, support, and product teams to resolve customer issues.

• Performance Tracking & Reporting
  • Monitor customer engagement metrics, churn rates, and overall satisfaction.
  • Prepare reports and insights on customer success initiatives.

If you have the attributes, skills, and experience listed below, we want to hear from you!

• 3-5 years experience in SaaS Customer Success or Account Management.
• Demonstrated commercial mindset, with an understanding of "selling moments".
• Process orientation, with a keen focus on Customer goal achievement KPI's.
• Experience of using data to drive growth and retention campaigns

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We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.