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 think like owners driving customer delight, helping them grow their business and win in their markets.
We are looking for Customer Success Strategist to innovate, win, and grow with us.
As a member of Global Customer Operations Team, you will innovate and lead our global effort to deliver exceptional customer journey’s and customer delight.
As a Customer Success Strategist, you will understand Bottomline’s customer segments and requirements for exceptional experiences. As a strategic leader, you know what it takes to provide world-class customer onboarding, support, adoption, advocacy, and retention capabilities. You will work with other Bottomline functional leaders to ensure a seamless Customer experience across all customer journey phases.
You will partner cross functionally to determine strategies to innovate and improve the customer journey, architect solutions (people, process and technology), devise implementation strategies successfully deliver solutions to our line of business, and measure business impact. You are business results driven and will demonstrate value by contributing to business goal achievement and KPIs (ARR, Expansion, Loyalty, Advocacy, Customer Life Time Value).
How you’ll Contribute:
- Contribute to and drive the vision of the customer journey phases and ensure customer facing teams are aligned to our vision
- Consult to lines of business leaders on to elevate our customer experiences, recommend programs, and lead the change
- Define operational KPIs and Metrics which align to Bottomline’s strategic objectives and fiscal goals, design communication and reporting processes, and work with leadership to align organizational accountability
- Partner with Data Enablement teams to guide and direct analysis, customer segmentation, and visualization of our KPI’s and metrics
- Implement best in class workflows and technology to produce exceptional customer experiences, from high touch to tech touch
- Effectively lead cross-functionally to ensure alignment across the enterprise for customer solutions and programs, as well as interdependences to ensure we are delivering on exceptional customer experience
- Assist with defining competency models and talent development programs
- Bring to Bottomline the latest in industry trends and technology and help us expand our vision to consider new possibilities to delight our Customers
What will make you successful:
- 10+ years global leadership experience in Sales, Implementation Services and/or Customer Success
- Exceptional leader of high integrity, and character who can set a clear vision for the Customer Journey
- Ability to align and collaborate with cross-functional teams to achieve business goals
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
- Track record of success leading strategic programs
- Exceptional communications skills with all levels
- Track record of using operational metrics and change management approaches to drive organizational transformation
- Open to remote teams members
You’ll love Botttomline because in everything we do we seek to delight our customers and we are passionate about building a company of which we can all be proud, and this starts with building amazing teams filled with team members that challenge you every day.
Start your #LifeAtBT