Customer Success Manager

Position Summary:  

As a Customer Success Manager within Banking, you are responsible for optimizing and enriching the customer experience throughout our customer for life cycle and orchestrating the customer journey through proactive engagement strategies for your assigned portfolio of strategic Customers.  

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 Banking 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. You will measure and monitor the adoption and health of our customers throughout the customer journey. 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.  

How you'll contribute:  

• 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.  

What makes you successful:  

• 1-2+ years SaaS Support and/or SaaS Customer Success experience, Banking industry experience preferred. 

• Project Management skills desired. 

• 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.