What are the responsibilities and job description for the Account Manager, Customer Onboarding position at Bottomline?
Role:
As an Onboarding Account Manager within Paymode, you will be responsible for working with the Paymode Implementation Project Manager, ensuring a seamless and efficient onboarding process for new Paymode clients. This includes managing relationships from client signing through go-live, driving alignment across stakeholders, and laying the groundwork for long-term client success. OAMs will work collaboratively with Implementation Project Managers and Account Managers to ensure smooth transitions and high client satisfaction.
How you'll contribute:
- Client Onboarding Management
- Own the onboarding process for new clients, including developing program strategies, meeting initial success milestones, and launching the first vendor enrollment campaign.
- Participate in weekly client touchpoints to drive alignment with Paymode’s core model and strategic levers of adoption.
- Project Coordination
- Oversee and document OAM implementation tasks throughout the project lifecycle.
- Ensure timely achievement of internal and client project deliverables, including go-live and campaign launch.
- Collaborate with internal and client teams to resolve bottlenecks and minimize delays.
- Stakeholder Alignment
- Maintain alignment across client stakeholders with Paymode’s campaign methodology.
- Educate clients on automation opportunities and program adoption levers to maximize value realization.
- Client Handoff Preparation
- Prepare detailed handoff documentation, outlining key stakeholders, challenges, and onboarding outcomes.
- Coordinate transitions to Account Managers, including introductions during Implementation handoff meetings.
- Performance Metrics Tracking
- Update Salesforce and other business systems in a timely, accurate, and complete manner.
- Identify process improvement opportunities to enhance the client onboarding experience.
What will make you successful:
- Client Relationship Management: Demonstrated ability to build strong relationships with diverse client stakeholders and maintain positive client sentiment.
- Project Management: Strong organizational skills with the ability to manage multiple implementations simultaneously, adhering to strict timelines.
- Communication: Excellent written and verbal communication skills to clearly convey processes, timelines, and value propositions.
- Problem-Solving: Analytical mindset with a proactive approach to identifying and resolving challenges.
- Technical Aptitude: Familiarity with ERP systems, file-based integration methods, and automation solutions is a plus.
- Collaboration: Proven ability to work cross-functionally with implementation teams, account managers, and other internal stakeholders.
If you have the attributes, skills, and experience listed below, we want to hear from you:
- 5 years of experience in Client facing roles within sales, client success, account management, or professional services in an enterprise SaaS company.
- 3 years of experience within a SaaS or payments business, preferably in FinTech/Services
- Experience developing relationships and influencing C-Suite decision makers.
- Experience building and executing success plans that drive clients to strategic objectives.
- Process orientation, with a keen focus on Client goal achievement KPI’s.
- Rigorous attention to detail within CRM applications including activity, health and success plans, and opportunity tracking.
- Proven ability to effectively engage with and navigate across corporate functions and the C Suite.
- Detailed-oriented, organized with effective time management skills.
- Listening well, exceptional interpersonal skills and excellent written, presentation and verbal communication skills.
- Always positive, driven to excel, takes ownership, works collaboratively.
- Bachelor’s Degree or higher, with a business or technical focus preferred
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