Customer Success Associate

Bottomline Technologies, Inc.; Reading; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

Bottomline Technologies, Inc. is seeking a Customer Success Administrator to manage the churn log and support accurate forecasting for renewal risk. You will report to the Director, Customer Success and collaborate with internal teams to protect revenue.

In this hybrid role based in Theale, you will handle multiple priorities, communicate effectively across channels, and contribute to project outcomes. This is an entry level position with growth opportunities in customer success.

Qualifications

• Entry level role with emphasis on customer interactions.
• Experience in customer-facing roles is helpful but not required.
• Hybrid role; in Theale office, 3 days per week.
• Commitment to equal opportunity employment.

Responsibilities

• Own the churn log, ensure accuracy and complete data entries.
• Identify and report High-Risk figures to the Director weekly.
• Provide a monthly movement summary for risk and churn pending.
• Build relationships with key internal stakeholders across teams.
• Share best practices to improve processes and outcomes.
• Lead or assist projects to enhance customer value and revenue.

Skills

Customer success

Communication

Time management

Stakeholder management

Attention to detail

Multitasking

Team player

Learning mindset

Tools

Word

Excel

PowerPoint

Job description

Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team!

With a goal of protecting the revenue and growing the customer base, as Customer Success Administrator, you will own the Churn Log (PowerBI spreadsheet with client renewal information) where all risk a nd potential churn (renewal date) is captured and proactively update this daily.

You will build trust with the team and ensure that all entries are accurate to ensure up to date forecasting reflects the true picture of churn and risk.
You will report to the Director, Customer Success.

Customer Success Administrator will own/assist with specific project's and be responsible for the outcomes of the projects.

Essential Job Functions

• Managing the churn log, checking for accuracy and that all relevant cells are filled in correctly
• Identify and report to Director the High-Risk weekly numbers.
• Provide a monthly summary of movement across the risk status and churn pending.
• Build and foster relationships with key supporters, decision makers and stakeholders across internal teams
• 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 business needs
• Comfortable interacting with and tailoring messaging to all levels of internal 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 industry or BACS is desirable

Requirements

This is a hybrid role based in our office in Theale. You are required to attend the office 3 times a week

You must have previous customer facing experience and demonstrate affective customer facing interactions via phone, email, Teams, etc.

Please note that this is an entry level role.

We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.