Customer Success Associate (PTX) – Bottomline
Job Description
· Managing tier 3 and 4 customers, by developing and maintaining strong relationships
· Ownership of customer engagement with Bottomline products and services and helping customers to realize the value of our solutions and services
. Co-ordinating renewals to ensure on time renewals
· Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
· Monitor customer health and create success plans where appropriate
· Build and foster relationships with key decision makers and stakeholders across multiple customer teams
· Independently present and speak to new product enhancements that are relevant to our customers
· Collate and distribute customer feedback on product adoption, usage, enhancement requests to appropriate teams
· Partner with Product, Marketing and Account Managers on product deployments, upsells and rollouts
· Follow the established CSM program and lead Quarterly Business Reviews and Discovery calls
· Engage customers in strategy calls to derive maximum value from their investment in Bottomline
· Identify new opportunities to expand customer’s usage of new products and engage internal teams as needed. Create CSA leads
· 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
