Customer Success Manager

 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

We are looking for a Customer Success Manager to innovate, win, and grow with us on our Digital Banking Team! 

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. 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