Bottomline · 19 hours ago
Customer Success Specialist
United States
Full-time
Remote
Entry, Mid Level
1+ years expBottomline is a global leader in business payments and cash management, seeking passionate individuals to join their team. The Customer Success Specialist will optimize the customer experience throughout the customer lifecycle and drive engagement strategies for a portfolio of customers, ensuring success and growth through a consultative approach.
SaaSSoftwareSoftware Engineering
Responsibilities
Establish and maintain effective relationships with members of the customer organization and actively work towards becoming a trusted advisor
Execute on monthly reviews. Proactively raise areas of opportunity, as well as solutions to challenges and issues. This will involve many different touchpoints, check-in calls and strategic partnership meetings, largely based on the phase within the stage of the Customer journey
Develop a deep understanding of Banking solutions, including best practices for each product, data analytics related to performance and benchmarking and advise the Customer on best practices, as well as the status of realizing the full value of the Banking solutions
Actively advocate on behalf of the Customer with all Banking teams
Closely collaborate with Sales to drive new business with existing Customers, providing insights into the Customer’s business goals, pain points, and initiatives. Identify new stakeholders, decision makers and influencers within the Customer organization and facilitate introductions with the Sales Executive
Own, develop and maintain success plans that focus on our customers’ business goals and objectives and how Bottomline products, solutions and services map and align to drive results and desired outcomes
Leverage and enhance the use of data to monitor, analyze and interpret the depth and breadth of Customer usage and engagement trends, feature adoption and other important Customer health indicators and metrics
Develop a deep and wide product knowledge and demonstrate competency in our customers’ use cases and the Banking product portfolio, keeping pace with releases and becoming certified to test drive our products with our customers
Serve as an effective Customer advocate for future state product direction, bridging the gaps between our customers and the Banking Team, by understanding our customer needs and requirements, quantifying the impact it will have on their business and communicating internally
Demonstrate understanding of our product roadmaps, present them to our customers and use as a basis for updating and maintaining customer journey maps. We aspire to be a trusted innovation partner and as such need to exploit the significant product investments and innovations we are making and articulate how those investments and innovations translate into additional business value for our customers. Connect customers with our product management teams and facilitate enrolment in beta programs, as appropriate
Contribute to our marketing efforts by documenting and sharing stories about business value attainment and customer delight, including the products and solutions leveraged, their use cases and the financial impacts, such as time to realized value, automation, security, etc. Additionally, work with Marketing on targeted messaging and content, such as whitepapers, videos, collateral and other material, as requested
Develop and cultivate strong customer advocates and healthy relationships that will be leveraged for references for our products, solutions and services and will earn the role of a trusted advisor with our customers, in large part through your consultative approach
Collaborate closely with internal stakeholders and partners across sales, marketing, product management, implementation services, operations, support and executive leadership
Understand and be able to articulate our implementation and support methodologies
Build and foster a strong user community and ensure our customers are taking advantage of best practices, white papers, webinars, etc
Defend against any competition to reduce churn risk and work proactively to eliminate that risk altogether
Update Salesforce and other essential business systems in a timely, accurate and complete manner and negotiate opportunities within your assigned portfolio of strategic customers to a successful conclusion on time and as forecasted
Qualification
Required
1-2+ SaaS Customer Success or Customer Support experience
Process orientation, with a keen focus on Customer goal achievement KPI's
Experience using CRM applications for opportunity management, customer success program reporting, and business intelligence reporting tools
Preferred
Banking industry experience preferred
Company
Bottomline
At Bottomline, we help businesses pay and get paid.
Founded in 1995Singapore, Central Region, SGP
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2017-08-14Acquired
Leadership Team
Bryan Thomason
Vice President Human Resources, Business Partnerships
Jennifer Maddie, MA, ACC
VP, HR Business Partner
Company data provided by crunchbase