Director Vendor Success_Site Leader

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!

Position Title:   ​Director, Vendor Success & CCO India Site Leader (VS Associates)​ 

Department: Vendor Success   

Bottomline is at the forefront of digital transformation for financial institutions. We are a growing global market leader uniquely equipped to address the changing needs of how banks of all sizes engage their business and commercial customers electronically. We help our bank customers to compete, win, and grow in commercial banking by winning the battle of primary ownership of the customer relationship.  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. 

As Director, Vendor Success & CCO India Site Leader, you will take ownership of the strategy, vision, refine processes and lead execution of our Vendor Success Associate initiatives to enhance client relationships and drive continued Paymode service value for our vendors. In this role you will oversee the success of the Vendor Success Associates and provide local leadership to our Chief Customer Office (CCO) functions growing in India (Production Support, Delivery, Customer Success) You will work cross functionally with leaders to align functions with broader organizational goals.  Leverage data-driven insights to ensure the team is effectively addressing vendor questions and concerns resulting in long term commitment to the Paymode network/positive vendor outcomes, reduce churn and protect revenue across the portfolio.   

This role directly reports to Head of Vendor Success and will have additional (matrix) reporting responsibilities to the Chief Customer Officer (CCO), related to the broader CCO India site.  This role will participate as a contributor to the India Site Leadership Team collaborating closely with the Head of India Capability Center and other local (& global) function/segment leaders.  Key areas of focus include but are not limited to: Leadership of Vendor Success Associates, management communications, site advancement initiatives, talent recruitment/retention, people & process topics.  

Operational Leadership Management Routine Examples:  Monthly management routine facilitating a meeting with all CCO India domiciled managers (matrix reporting) to support participation with India Site Leadership Team & CCO Leader meeting. At least a monthly standing management meeting with CCO Executive Leader (matrix reporting) and regularly as needed, weekly meetings with the role’s direct reports and with Head of Vendor Success (direct manager.) 

Essential Job Functions: 

• Lead the Vendor Success Associate function, defining the long-term strategy and goals for maximizing the value delivered to Paymode vendors while ensuring revenue retention. Develop key initiatives that align with corporate priorities and drive vendor-centric business growth.  

• Partner with senior leadership across Product, Sales, Vendor Success, and Operations to ensure the integration of Vendor Success strategies into overall business objectives. Act as a key strategic advisor to the executive team on customer needs, trends, and insights. 

• Establish and manage key performance indicators (KPIs) and use data to develop actionable insights. Own reporting and performance metrics for the Vendor Success Associate team and ensure the continuous optimization of team efficiency and client outcomes. 

• Drive initiatives to enhance vendor engagement, ensuring that vendors achieve their desired business outcomes with Paymode. Act as a champion for the vendor within the company, ensuring their voice is considered in strategic decisions. 

• Ensure your teams, including those with dotted line responsibility, are well-equipped to support vendor inquiries, mitigate issues, and foster long-term vendor relationships. Ensure the growth and development of high-performing teams by refining training, career development, and retention programs. 

• Work closely with Payer Account Managers and Vendor Sales teams to safeguard and grow revenue. 

• Lead the development of Vendor Success and Member Services workflows, ensuring a smooth, streamlined process for handling vendor inquiries, service requests, and escalations. Ensure that teams have the tools, training, and resources needed to succeed. 

Preferred Skills: 

• Demonstrated experience leading large teams through complex vendor engagement and initiatives. Ability to inspire teams and influence key stakeholders at all levels of the organization. Ability to effectively articulate key performance metric analysis of team business impact and performance to a broad set of stakeholders. 

• A strong ability to translate data insights into actionable business strategies. Proven track record of using data to drive strategic decisions that result in measurable improvements to vendor satisfaction, retention, and revenue protection.  

• Ability to effectively articulate complex strategies and insights to executives, stakeholders, and vendors. Comfortable in high-level engagements and discussions that impact vendor success, business outcomes, and partnerships.  

• A deep empathy for vendors and a commitment to ensuring their long-term success. Skilled at anticipating vendor needs and addressing concerns to drive satisfaction and loyalty. 

• Strong focus on achieving and exceeding business targets, with a hands-on approach to problem-solving and driving initiatives to closure.  

• Always positive, driven to excel and takes initiative. 

• Confident, self-motivated leadership style, and a true team player 

• Minimum of 7-10 years of leadership experience in customer success, client management, customer service or related fields with a proven record for successful team management and achieving business objectives 

• 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 

Education and Experience:  

• Bachelor’s Degree or higher, with a business or technical focus.  

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.