Manager, Technical Account Management - Banking Customer Support

Location

North America | Canada

Job description

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.

We are looking for a Manager, Technical Account Management to innovate, win, and grow with us in Portsmouth, NH.

The Digital Banking team is seeking an experienced, energetic and motivated leader who enjoys working with customers and solving problems. You have experience managing teams, building and managing customer relationships, project management and technical knowledge across software and hardware technologies. In your role as Manager, Technical Account Management (TAM) you will be responsible for managing a team of TAMs and Bottomline’s Enterprise Support/Tier1 clients.

How you’ll contribute:

• Manage the support the KPI’s related to the team’s overall performance, providing sufficient capacity to deliver a successful customer experience while meeting internal operational objectives
• Act as a senior-level escalation point for customer issues. Provide regular updates on escalations and accounts
• Identify common problems found in / reported by the customer base (training, product, docs, etc) and work with other organizations to address
• Nurture an environment that drives the creation of knowledge assets to be used both internally and externally by customers. Become KCS certified and champion the process with the team.
• Regularly meet with customers to understand their needs and develop support plans in conjunction with the assigned TAM or in support of Customer Success
• Manage and expand a portfolio of Premium technical support offerings

• Promote a culture that reflects our corporate values within the team and in interactions with peer teams, with a drive and passion for creating customer delight
• Coach the TAM team on triaging customer support issues, performing deeper technical assessment when needed, case management standards, customer facing reporting, escalation and incident management response.
• Oversee the update of CRM(Salesforce) real time for all client activities including managing and maintaining client issues lists
• Participate in regularly scheduled status calls, relationship calls, vendor reviews or quarterly business review with customer, TAM, Customer Success or Banking leadership.
• Works with Banking Support management peers to oversee Production Support resources through issue resolution or general operations of the team.
• Manage and facilitate communications with Production Support, Product Team, Hosted Services, IT and all applicable third party related entities
• Available during supported hours of operation including 7 X 24 pager support as an escalation point on production emergencies
• Coaches TAM team on serving as the Officer in Charge (OIC) during Sev 1 production emergencies and communicates updates utilizing Critical Incident 7 step process. Can step in from leadership perspective as needed to drive resolution.
• Stay up to date on product releases to ensure good understanding of the changes in the application
• The ability to travel up to 10%

What will make you successful:

• Bachelor’s degree and 4-5 years prior experience in technical account manager role, 3-5+ years managing teams.
• Banking experience strongly preferred but not required.
• Excellent verbal and written communication skills. Strong presentation and facilitation skills
• Exceptional management, interpersonal and relationship management skills
• Demonstrated effectiveness working across infrastructures to achieve results
• Excellent business judgement and the demonstrated ability to think and act both strategically and tactically
• Thoughtful problem-solving skills using Root Cause Analysis and Corrective Action processes/methods
• Record of driving projects to improve support-related processes and the technical support experience.Technical skills relevant to web-based transactional applications. Experience with Object Oriented language. Understands Basic Relational Databases

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. 

#LifeAtBottomline

#LI-DNI

Job tags

Salary