Global Customer Support

 

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 Portsmouth office is the central strategic hub in the US as well as one of the go-to market global centers of excellence, conveniently positioned to enable a fulfilling and flexible, hybrid work-life balance. A place to collaborate and share knowledge share across multidisciplinary teams, it also provides the perfect space to meet virtually with our colleagues across time zones.

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

We are looking for a Global Support Readiness Manager to innovate, win and grow with us!

The role of Global Support Readiness Manager will be a complementary and collaborative resource to partner with the Global Head of Customer Support and customer operations and service delivery leaders to implement and standardize global best practices within support. This role is part project manager, part continuous improvement influencer and part business advisor. While this role is not customer facing and has no product specific dependencies, your focus will be on enabling a highly efficient support teams with world class employee and customer experiences through the readiness and continuous improvement of organizational capabilities. In this role you will have the freedom to explore and identify opportunities to improve the business.

How you'll contribute:

• Build out a PMO capability to enable the global customer support team to high performance.
  • Readiness: Prepare Support for changes in the business, including new product launches, major initiatives, and regulatory requirements. Collect requirements, organize planning discussions, build then drive project plans and roadmaps that enable success.
  • Global Process and Technology: Through collaboration, identify and set the standards for our globally leveraged support processes and tools. Lead from implementation, and adoption, to continuous improvement. Including escalation process, revenue supporting initiatives (lead gen, premium support, etc), Implementation-to-support handoff, ticket taxonomy system and analysis delivery, Incident Management, AI support, self-help, and digital strategies, SFDC ticketing system, customer survey, on-call, closed loop process, KCS, and many other areas. Partner with support leaders to identify segment specific needs in parallel.
  • Change Management: Design and drive the implementation of a support Change Management System.
  • Continuous Improvement: Build a capability to support multiple businesses and stakeholders and go after parallel continuous improvement initiatives to rapidly achieve benefit. Including, Reporting Phase 2, Clean Slate Phase 2, an employee feedback process, SFDC 2.0, the support roadmap, or any action aimed at helping us achieve SL, CSAT and other key performance indicators. Organize efforts and communication around achieving department and segment level goals.
• Organize and host our internal business review process. Work with operations and service delivery to build and perfect our reporting cadence and content for every audience level. Ensure consistency in the delivery process.
• Assist with managing our workforce capacity planning and budgeting strategies.
• In partnership with our leaders, build our leadership development program. Ensure tactical one-pagers, clear job descriptions, manager and leadership training and 1:1 coaching process are documented and implemented on all teams. Work with the sr. leaders and complement their current efforts to build out their bench strength and succession planning.
• Manage the development of our Internal Support Site for documents, process and information storage and distribution. Work with leaders to identify and organize relevant content and put controls in place to ensure it remains up to date.
• Over time and as funding enables, build out the Readiness and PMO function to further support our agents and business. This role will likely see additional growth as our back-office capabilities expand into areas like training and content writing.