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Client Success Manager

Bottomline is a global leader in business payments with a customer-centric approach. We seek passionate individuals to enhance customer engagement and drive growth.

Skills

  • Customer Success experience
  • Strong communication skills
  • Ability to manage multiple priorities
  • Genuine interest in helping customers
  • Analytical skills

Responsibilities

  • Manage medium to high value customers
  • Ensure Customer engagement with Paymode service
  • Resolve customer inquiries and educate customers
  • Identify new opportunities to expand service usage
  • Monitor customer health and create mitigation plans
  • Build and foster relationships with key contacts
  • Present new product enhancements
  • Support customer Business Reviews
  • Develop best-practices for process improvement

Education

  • Bachelor's degree preferred

Benefits

  • Competitive salary
  • Health benefits
  • Retirement plan
  • Work-life balance
To read the complete job description, please click on the ‘Apply’ button
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Average salary estimate

$70000 / YEARLY (est.)
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$60000K
$80000K

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What You Should Know About Client Success Manager, Bottomline

Join Bottomline as a Client Success Manager in Portsmouth, NH, and become part of a dynamic team committed to transforming business payments and cash management! At Bottomline, we're not just leaders in the payments industry; we pride ourselves on our passion for driving impactful results for our customers. In this role, you will serve as a pivotal bridge between our clients and the innovative Paymode services. It's all about delighting customers and ensuring they maximize the value of what we offer. You'll manage a portfolio of medium to high-value clients, proactively understanding their needs and guiding them towards successful outcomes. This means collaborating closely with our Vendor Sales team to identify revenue opportunities and working cross-functionally with Payer Account Managers and Member Services to ensure a seamless experience. Your role will involve presenting new product enhancements, building strong relationships, and developing strategies to enhance overall customer satisfaction. If you have a background in customer success, exceptional communication skills, and a genuine passion for helping clients achieve their goals, we want to hear from you. Let’s work together to create success stories that resonate within our community and beyond!

Frequently Asked Questions (FAQs) for Client Success Manager Role at Bottomline
What are the responsibilities of a Client Success Manager at Bottomline?

As a Client Success Manager at Bottomline, your key responsibilities include managing medium to high-value customer accounts, proactively guiding clients to ensure they gain maximum benefit from Paymode services, and resolving inquiries effectively. You'll closely collaborate with sales and support teams to identify and capitalize on new revenue opportunities while ensuring customer satisfaction and loyalty throughout their engagement.

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What qualifications are needed for the Client Success Manager position at Bottomline?

To succeed as a Client Success Manager at Bottomline, candidates should have prior experience in customer success, particularly managing relationships in an enterprise setting. Strong communication skills are essential for effectively interacting with clients, while organizational skills are critical for managing multiple priorities in a fast-paced environment. A genuine interest in helping clients succeed, alongside analytical skills to provide actionable insights, are also important.

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How can a Client Success Manager at Bottomline improve customer engagement?

A Client Success Manager at Bottomline can improve customer engagement by proactively identifying client needs, providing tailored educational resources about Paymode services, and developing continuous communication strategies. Regular business reviews and updates on new product enhancements are effective tools to keep clients informed and engaged, which ultimately enhances their overall experience.

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What skills do I need to be successful as a Client Success Manager at Bottomline?

Success in the Client Success Manager role at Bottomline requires strong communication and interpersonal skills to effectively manage customer relationships. Additionally, emotional intelligence, such as empathy and patience, is crucial when addressing client issues. Analytical skills to assess customer data and the ability to navigate a fast-paced environment are also essential for thriving in this role.

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What is the work environment like for a Client Success Manager at Bottomline?

The work environment for a Client Success Manager at Bottomline is collaborative and fast-paced. You will interact with multiple departments, including sales and customer support, while engaging with a diverse customer base to ensure their needs are met. Bottomline values innovation and customer satisfaction, fostering a culture where driven individuals can thrive.

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Common Interview Questions for Client Success Manager
How do you prioritize your tasks when managing multiple client accounts as a Client Success Manager?

Prioritizing tasks effectively is crucial for a Client Success Manager. I begin by assessing the needs and potential impact of each client's issues or requests. By categorizing tasks based on urgency and importance, I ensure that high-priority clients receive timely support, all while maintaining open communication with my team and stakeholders to adapt my priorities as needed.

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Can you provide an example of a time you turned a dissatisfied customer into a loyal one?

Certainly! In a previous role, I encountered a customer who was frustrated due to service delays. I initiated a one-on-one conversation, listened to their concerns, and proposed a solution involving regular updates and a dedicated support contact. By actively engaging with the customer and delivering on my commitments, I was able to rebuild trust, leading to a strong, ongoing relationship.

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What strategies do you use to identify new revenue opportunities within existing accounts?

To identify new revenue opportunities, I focus on deepening my understanding of the customer's business objectives and pain points. Regular check-ins and business reviews allow me to explore their evolving needs, which often uncovers areas where expanded service usage or product enhancements could provide them with greater value and generate additional revenue.

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How do you handle conflicts or difficult conversations with clients?

Handling conflicts requires empathy, patience, and clear communication. I approach difficult conversations by first ensuring I’ve fully understood the client's perspective. I then acknowledge their feelings, discuss possible solutions, and collaborate with them to reach a resolution that addresses their concerns while aligning with our service capabilities.

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How do you measure customer success in your role?

Measuring customer success involves tracking key performance indicators such as customer satisfaction scores, account growth metrics, and retention rates. I also actively solicit client feedback through surveys and direct conversations, allowing me to gain insights into their experience and areas for improvement, ensuring we continually meet their expectations.

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What role does communication play in your success as a Client Success Manager?

Communication is at the heart of success for a Client Success Manager. It's essential for building rapport with clients and understanding their needs. Clear and consistent communication allows me to inform clients of new features, address concerns promptly, and ensure alignment with their goals, ultimately fostering a collaborative and trusting relationship.

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What steps do you take to ensure a positive customer onboarding experience?

To ensure a positive customer onboarding experience, I create a structured plan that outlines the key milestones and expectations for the customer. I facilitate training sessions, provide helpful resources, and maintain open lines of communication to address any issues that may arise during the onboarding process, thereby facilitating a smooth transition to our services.

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How do you contribute to a culture of continuous improvement within the team?

I contribute to a culture of continuous improvement by regularly sharing insights gathered from client interactions and feedback with the team. I also initiate discussions on best practices and encourage my colleagues to share their experiences and solutions, which helps foster innovation and enhances the overall quality of customer service.

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Why do you believe empathy is important in customer success?

Empathy is vital in customer success because it helps build trust and understanding with clients. By putting myself in their shoes, I can address their concerns more effectively and offer tailored solutions. Empathetic interactions create a supportive atmosphere where clients feel valued and understood, leading to increased satisfaction and loyalty.

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How do you stay updated on industry trends relevant to your clients?

To stay updated on industry trends, I subscribe to relevant publications, attend industry conferences, and participate in networking events. Engaging with industry professionals and keeping an eye on emerging technologies or shifts in customer behavior enables me to provide informed, strategic advice to clients and position them for future success.

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Bottomline is a global leader in providing electronic payment, invoice, and document automation solutions to corporations, financial institutions, and banks worldwide. We have 30 years of experience, moving more than $10 trillion in payments annually

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FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
SALARY RANGE
$60,000/yr - $80,000/yr
EMPLOYMENT TYPE
Full-time, on-site
DATE POSTED
March 12, 2025

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