Apply on Employer Site

Bottomline · 2 days ago

Senior Client Success Manager

United States

Full-time

Remote

Senior Level

5+ years exp

Bottomline is a global leader in business payments and cash management, seeking a Senior Client Success Manager to drive customer engagement and satisfaction. The role involves managing high-value customer relationships, ensuring customer success with Paymode services, and collaborating with internal teams to identify new revenue opportunities.

SaaSSoftwareSoftware Engineering

Responsibilities

Manage a portfolio of high value customers to protect and grow revenue within the existing customer portfolio

Establish and maintain relationships to become a trusted advisor

Ensure customer engagement with Paymode service and features to drive customer value and delight

Execute customer business reviews ensuring alignment of Paymode services to customer goals

Monitor customer health and create risk mitigation plans where appropriate

Build and foster relationships with key points of contact across multiple customers to retain customer loyalty

Proactively identify potential escalation risk and collaborate with internal teams to retain revenue, remediate, and ensure a positive outcome

Resolve customer inquiries by educating customers about the value of the Paymode services delivered

Present and speak about new product enhancements that are relevant to our customers

Identify new opportunities to expand customer's usage of the Paymode network and services

Develop and share best-practices to continually improve the quality, effectiveness, and efficiency of our processes

Qualification

Customer Success experienceFinTech industry experienceCRM applications proficiencyAnalytical skillsEmpathyPatienceManage prioritiesCommunication skillsTeam playerSelf-motivated

Required

Customer Success experience. Demonstrate success managing customer relationships within the Enterprise portfolio in a retention-carrying role

Excellent verbal and written communication skills to effectively communicate and interact with customers at various levels, understanding their needs and providing clear direction on how Paymode addresses the needs

Ability to effectively manage multiple priorities and activities simultaneously in a fast-paced environment

A genuine interest in helping customers. Empathy and patience are valuable traits when dealing with inquiries and issues

Analytical skills with an attention to insights: Provide regular, recurring communications about the pulse of our customers to key internal stakeholders

Always positive, driven to excel and takes initiative

Able to identify risks that may impact the success of a customer program and lead the execution of appropriate mitigating actions

Confident, self-motivated, and a true team player

Comfort interacting with and tailoring messaging to all levels of customer resources

Minimum of 5-10 years' experience within the FinTech industry and a solid understanding of the broader payment ecosystem and competitive landscape relative to the payments world

Experience using CRM applications for customer management, customer success program reporting, while maintaining the most current, accurate customer data