Customer Success Associate

JOB DESCRIPTION 

Position Title:   Customer Success Associate (PTX) 

Department:  Customer Success  

Reports To:  Customer Success Leader (Corporate Segment) 

As Customer Success Associate, you will proactively steer customers towards their desired outcomes whilst driving adoption and customer delight.  

You will understand customer's needs in order to identify ways they can maximise value and achieve their goals.  
You will report directly to the Team Leader of Customer Success.  

Customer Success Associates are able to work directly and independently with our customers to help them grow through building success plans 

and building relationships. CSAs are seen as drivers, leaders, and mentors by both clients and team members within Bottomline. 
CSAs will own/assist with specific project's and be responsible for the outcomes of the projects. 

Essential Job Functions: 

·         Managing tier 3 and 4 customers, by developing and maintaining strong relationships 

·         Ownership of customer engagement with Bottomline products and services and helping customers to realize the value of our solutions and services 

.      Co-ordinating renewals to ensure on time renewals 

·         Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal 

·         Monitor customer health and create success plans where appropriate 

·         Build and foster relationships with key decision makers and stakeholders across multiple customer teams 

·         Independently present and speak to new product enhancements that are relevant to our customers 

·         Collate and distribute customer feedback on product adoption, usage, enhancement requests to appropriate teams 

·         Partner with Product, Marketing and Account Managers on product deployments, upsells and rollouts 

·       Follow the established CSM program and lead Quarterly Business Reviews and Discovery calls 

·         Engage customers in strategy calls to derive maximum value from their investment in Bottomline 

·         Identify new opportunities to expand customer's usage of new products and engage internal teams as needed. Create CSA leads 

·         Develop and share best-practices to continually improve the quality, effectiveness, and efficiency of our processes 

.      Undertake specific projects as requested to enhance customer value and business revenue 

Preferred Skills: 

·         Customer Success / Service experience. Demonstrate success managing customer relationships  

·         Strong Customer Success / Service skills and excellent verbal and written communication 

·         Ability to effectively manage multiple priorities and activities simultaneously 

·         Excellent video, phone, written, and verbal communication skills 

·         Organized with a high attention to detail and ability to prioritize and manage time for successful execution 

·         Demonstrated ability to assess customer needs 

·         Comfortable interacting with and tailoring messaging to all levels of customer stakeholders 

·         Able to identify risks that may impact the success of projects and work with colleagues to determine appropriate mitigating actions 

·         Confident, self-motivated, and a true team player 

·         Demonstrated desire to learn 

·         Proficient using Word, Excel and Powerpoint 

·         Knowledge of the Finance, Payments or BACS industry is desirable