Global Head of Customer Support

Bottomline is at the forefront of digital transformation. We are a growing global market leader uniquely equipped to address the changing needs of how businesses pay and get paid. Our culture of working with and for each other enables us to delight our customers. We empower our teams to create and grow sustained business value.

What we are looking for: 
In concert with CCO set the vision and strategy and lead the execution of the global (UK, India, US & EU) support organization to delight customers.  The Global Head of Customer Support will directly lead a team of 6-8 Customer Support Leaders. 

You will own and lead successful outcomes for our customer support globally. A strategic leader able to implement, manage and optimize customer success processes and tools with a resource plan that ensures the right skills, behaviors and coverage models to deliver on the KPIs of the function (see below). Build partnerships with other Bottomline functional leaders to ensure a seamless customer experience across all customer journey phases, including the product lifecycle phases. Deliver on the operational KPIs and results for your team. 

What you will focus on

• Monitor customer business reviews to understand customer utilization of products, key metrics and opportunities to manage the health of Bottomline's customers
• Implement, manage and improve the set of processes and tools to deliver on KPIs of the customer support function
• Drive a resourcing plan that ensures appropriate skills, behaviors and coverage to deliver on our principle of Delight Customers; manage that plan within the expense/margin targets of the function.
• Develop talent with succession plans at least 1-2 people deep for every key role
• Working with Product, ensure there is a defined path for every product that establishes the level/type of support required.
• Implement and drive practices of retrospective reviews, root cause analyses to provide insights and actions the organization can take to prevent similar issues in the future
• Drive a practice where upsell opportunities for support are identified and handed to Sales

Key Deliverables & KPIs

• Customer Support cost as % on Revenue (%)
• Compliance with SLA with customers (%)
• Time to resolution (days/hrs)
• % of cases self-served (%)
• % of resources & costs in low-cost locations (%)
• Overall customer NPS (satisfaction surveys)
• Customer Support Satisfaction (service surveys)
• Customer Retention (%)

 

What you need to be successful

• Comprehensive knowledge of support processes and tools to develop/drive the strategy for Bottomline (eg ITIL)
• Ability to form meaningful relationships with key clients to optimize the business relationship
• Ability to work with cross-functional leaders to implement changes and drive continuous improvement in the support function
• Ability to develop the right oversight in the Customer Support function to control daily performance

Preferred Competencies & Leadership

• Agility & Adaptability
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.  Communicate vision & story. 
• Facilitate conflict resolution through demonstrated active listening, critical thinking and communicating with a mindset of customer, employee and business needs
• Build strong internal partnerships, lead & influence with cross functional groups to achieve business goals: sales, pre-sales, business development, channels, product management, engineering, finance, legal, IT, HR, marketing, and senior management 
• Demonstrated Executive Presence
• Demonstrated mindset and tactics for talent development (coaching & performance development/management)
• Demonstrate and facilitate a culture of executing with excellence
• Demonstrate delighting customers (mindset, leadership & modeled behavior)

Education and Experience

• 10+ years global support leadership experience
• Track record of success leading strategic programs
• Exceptional communications skills with all levels
• Successful operations management experience
• Track record of using operational metrics and process improvement to drive organizational transformation
• Bachelor’s degree required

You’ll love Botttomline because in everything we do we seek to delight our customers and we are passionate about building a company