Customer Success Manager at Bottomline Technologies

Switzerland, ZurichFull-timeSoftware Products Revenue OperationsPosted 3 months ago

About the Role

<div class="content-intro"><h2>Why Choose Bottomline?</h2> 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!</div>Position Summary:   As a Customer Success Manager within Rest of World Banking, 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 CSM, 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.     Key Responsibilities:  <ul> <li data-leveltext="" data-font="Symbol" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Customer Management & Retention </li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="2">Develop long-term relationships with customers, understanding their business needs. </li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="2">Protect the revenue and maximise renewal opportunities. </li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="2">Act as a strategic advisor, identifying opportunities for upselling and cross-selling. </li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="4" data-aria-level="2">Monitor customer health scores and proactively address potential issues.   </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Communication – Voice of the Customer </li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="2">Be the internal voice to raise awareness if there is risk and drive the teams to mitigate it. </li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="2">Outstanding verbal and written communication skills, with the ability to present to a diverse audience, both internally and externally </li> </ul>   <ul> <li data-leveltext="" data-font="Symbol" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="1">Support & Problem Solving </li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="2">Serve as the main point of contact for customer inquiries and concerns. </li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="2">Work cross-functionally with sales, support, and product teams to resolve customer issues. </li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="2"> </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="4" data-aria-level="1">Performance Tracking & Reporting </li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="2">Monitor customer engagement metrics, churn rates, and overall satisfaction. </li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="2">Prepare reports and insights on customer success initiatives. </li> </ul>     Essential requirements:       <ul> <li data-leveltext="•" data-font="Calibri" data-listid="9" data-list-defn-props="{"335551671":3,"335552541":1,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">3-5+ SaaS Customer Success or Account Management experience.  </li> <li data-leveltext="•" data-font="Calibri" data-listid="9" data-list-defn-props="{"335551671":3,"335552541":1,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">You must be based in Switzerland for the purpose of client meetings </li> <li data-leveltext="•" data-font="Calibri" data-listid="9" data-list-defn-props="{"335551671":3,"335552541":1,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">C1 or C2 level in speaking and writing German</li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="9" data-list-defn-props="{"335551671":3,"335552541":1,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1">Demonstrated commercial mindset, with an understanding of “selling moments”. </li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="9" data-list-defn-props="{"335551671":3,"335552541":1,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1">Process orientation, with a keen focus on Customer goal achievement KPI’s.  </li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="9" data-list-defn-props="{"335551671":3,"335552541":1,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1">Experience of using data to drive growth and retention campaigns  </li> </ul>        <div class="content-conclusion">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.</div>

About the Role

Related Roles