Client Success Associate

Location

Portsmouth, NH | United States

Job description

Who Are We?  

Bottomline is on a mission to be the world’s leading business payments company, aligning our team to the common purpose of transforming the way businesses pay and get paid. 

It is a journey that goes around the world serving financial institutions and companies in more than 90 countries. Our offices across APAC are conveniently positioned to optimize our global reach. Sydney, Singapore, Bangalore, and Mumbai have state-of-the-art flexible workspaces, which truly reflect our energetic, innovative culture and mission to push the boundaries of the business payments space. 

Culture and Values  

We are one global team, who work with and for each other in a drive to delight customers through excellent execution, which fuels how we create and grow sustained business value for our customers, our team and all who partner with us. Our culture encourages people to be brave and curious, to drive to closure and to ensure our values and principles are lived out daily.  We excel at Bottomline because we are positive and passionate about building a #LifeAtBottomline 

Role

As a Customer Success Associate, you will be responsible for customer delight by guiding customers towards their desired outcomes of the Paymode-X service. It is important to understand customers’ needs to identify ways they can maximize the value of Paymode-X to achieve their business goals while balancing against and retaining Paymode-X revenue. You are responsible for intake of vendor inquiries and escalations and managing these in a timely manner through to resolution with the goal of mitigating revenue lost.

You will work cross functionally with Payer Account Managers, Member Services, Reporting and Vendor Success Operations to address customer questions and concerns resulting in long term Customer commitment to the Paymode-X network.

What will make you successful:

• Resolve customer inquiries by educating customers about the value of the Paymode-X services delivered while protecting revenue within the existing customer portfolio.
• Ensure Customer engagement with Paymode-X service and features to drive customer value.
• Identify escalation risk and collaborate with internal teams to retain revenue, remediate, and ensure a positive outcome.
• Develop and share best-practices to continually improve the quality, effectiveness, and efficiency of our processes.
• Support customer reviews in the gathering and synthesizing of customer data across the various Paymode-X applications and back office systems

How you'll contribute:

• Ability to effectively manage multiple priorities and activities simultaneously in a fast-paced environment.
• Strong communication skills to effectively communicate and interact with customers at various levels, understanding their needs and providing clear direction on how Paymode-X addresses the needs.
• A genuine interest in helping customers. Empathy and patience are valuable traits when dealing with inquiries and issues.
• Always positive, driven to excel and takes initiative.
• Confident, self-motivated, and a true team player
• Minimum of 1 year experience within the FinTech industry
• Awareness of the broader payment ecosystem and competitive landscape relative to the payments world is a plus. 
• Experience using CRM applications for customer management, customer success program reporting is a plus
• Bachelor’s Degree with a business or technical focus. 

We welcome talent at all phases of their career through understanding and supporting additional needs (where applicable) as we look to innovate, win, and grow together.

Bottomline is proud to be an equal opportunity employer. We are committed to treating all individuals in a fair and equal manner by creating an inclusive and open environment.

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