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Team Lead, Client Success

Portsmouth, NH

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 Vendor Success Associate Team Lead, you will be responsible for customer delight by guiding customers towards their desired outcomes of the Paymode service. It is important to understand customers’ needs to identify ways they can maximize the value of Paymode to achieve their business goals while balancing against and retaining Paymode revenue. You are responsible for intake of vendor inquiries and escalations and managing these in a timely manner through to resolution with the goal of mitigating revenue lost.  

You will work cross functionally with Payer Account Managers, Member Services, Reporting and Vendor Success Operations to address customer questions and concerns resulting in long-term customer commitment to the Paymode network. 

How you'll contribute: 

  • Resolve customer inquiries by educating customers about the value of the Paymode services delivered while protecting revenue within the existing customer portfolio.
  • Ensure Customer engagement with Paymode service and features to drive customer value.
  • Identify escalation risk and collaborate with internal teams to retain revenue, remediate, and ensure a positive outcome.
  • Develop and share best practices to continually improve the quality, effectiveness, and efficiency of our processes.
  • Provide in the moment coaching and feedback conversations.
  • Training new team membership and continued learning (system enhancements, new products, etc..).
  • Provide subject matter expertise (SME) in the development of new processes and tools to support the team.
  • Support customer reviews in the gathering and synthesizing of customer data across the various Paymode applications and back office systems.
  • Monitoring team workload to ensure effective distribution of work efforts and work completed in a timely manner. 

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

  • Ability to effectively manage multiple priorities and activities simultaneously in a fast-paced environment.
  • Strong communication skills to effectively communicate and interact with customers at various levels, understanding their needs and providing clear direction on how Paymode addresses the needs.  
  • A genuine interest in helping customers.  Empathy and patience are valuable traits when dealing with inquiries and issues.
  • Always positive, driven to excel and takes initiative.
  • Confident, self-motivated, and a true team player
  • Awareness of the broader payment ecosystem and competitive landscape relative to the payments world is a plus. 
  • Experience using CRM applications for customer management, customer success program reporting is a plus 
  • Bachelor’s Degree or higher, with a business or technical focus.  
  • Minimum of 1 year experience within the FinTech industry  (preferred)

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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.

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