Customer Success Specialist

Bottomline; Chicago (IL); Remote; USD 70,000 - 90,000; Full time

Job summary

A global leader in business payments is seeking a Customer Success Specialist to optimize customer experiences in Chicago, IL. This role involves engaging customers, ensuring satisfaction, and driving business growth with existing clients. Ideal candidates will have SaaS Customer Success experience and a background in the Banking industry. This position is remote, preferably for those in the Eastern Time Zone.

Qualifications

• 1-2+ years of experience in SaaS Customer Success or Customer Support.
• Strong focus on customer goal achievement and process orientation.
• Familiarity with CRM applications for managing opportunities.

Responsibilities

• Optimize and enrich customer experience throughout the customer lifecycle.
• Lead customers to desired outcomes through engagement strategies.
• Work cross-functionally with Sales to drive new business.

Skills

SaaS Customer Success experience

Customer Support experience

Banking industry experience

Process orientation

CRM applications experience

Tools

Salesforce

Business intelligence reporting tools

Job description

Why Choose Bottomline?

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!

The Role

As a Customer Success Specialist 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 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-functionally 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.

This is a remote position, with a strong preference for candidates based in the Eastern Time Zone

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.
• 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.
• 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 journey maps.
• Contribute to our marketing efforts by documenting and sharing stories about business value attainment and customer delight, including the products and solutions leveraged, their use cases, and the financial impacts.
• Develop and cultivate strong customer advocates and healthy relationships that will be leveraged for references for our products, solutions, and services and will earn the role of a trusted advisor with our customers, in large part through your consultative approach.
• Collaborate closely with internal stakeholders and partners across sales, marketing, product management, implementation services, operations, support, and executive leadership.
• Understand and be able to articulate our implementation and support methodologies.
• Build and foster a strong user community and ensure our customers are taking advantage of best practices, white papers, webinars, etc.
• Defend against any competition to reduce churn risk and work proactively to eliminate that risk altogether.
• Update Salesforce and other essential business systems in a timely, accurate, and complete manner and negotiate opportunities within your assigned portfolio of strategic customers to a successful conclusion on time and as forecasted.

If you have the attributes, skills, and experience listed below, we want to hear from you.

• 1-2+ SaaS Customer Success or Customer Support experience, Banking industry experience preferred.
• Process orientation, with a keen focus on Customer goal achievement KPI’s.
• Experience using CRM applications for opportunity management, customer success program reporting, and business intelligence reporting tools.

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.