What are the responsibilities and job description for the Director, Client Success Management position at Bottomline?
The Role:
The Director of Vendor Success Management is responsible for leading a team of Sr. Vendor Success Managers that drive vendor delight and revenue protection through proactive vendor engagement. As a Director, you understand and help your team communicate key premium vendor value drivers – security, automation, access to detailed remittance – while constantly looking for opportunities to grow Bottomline’s business with our existing vendors.
The Director is responsible for building, coaching, and measuring a team that is proactive, understands its vendors, and tactfully steers the team to success. The Director works efficiently across the entire Paymode line of business – Vendor Enrollment, Product, Marketing, Account Management – all of which are critical to the success of our vendors.
What will make you successful:
- Lead Your Team to Maintain & Protect Our Vendor Revenue Base
- Lead the Sr. Vendor Success Managers (Sr. VSMs) to become a vendors trusted advisor; through development of joint strategic plans, quarterly business reviews and relationship building engagements
- Drive the team to effective business reviews, communicating status of vendor service value realization, identifying areas of opportunity and resolving open issues
- Leverage data to analyze and drive vendor performance across key vendor metrics (e.g. spend & transaction volume, premium feature usage, new payer relationship creation)
- Develop the strategic vision for your team – how the team will grow, where to focus efforts, and how to put structures in place to maximize vendor delight and growth
- Provide primary point of contact escalation support for payer account management leadership
- Provide leadership and guidance by coaching, motivating, and leading team members to achieve their goals and develop professionally
- Ensure rigorous attention to detail in Salesforce and other business systems for tracking and reporting purposes; constantly evaluate process, reporting, and tools to improve efficiency and productivity
- Collaborate with Key Internal Stakeholders
- Proactively align internal stakeholders to drive process improvements, issue resolution, and capture of new opportunities
- Deeply understand the Vendor Enrollment process, identifying areas for improvement that will drive increased premium service understanding and a reduction in vendor rescinds.
- Advocate on behalf of your Sr. VSMs and their vendors within Paymode, collaborating across vendor sales, marketing, product, operations, support and executive leadership teams.
- Facilitate open lines of communication between Product, the Vendor Success team, and Vendors – communicating key needs, requirements, and value.
If you have the attributes, skills, and experience listed below, we want to hear from you:
- 3 years of management experience, with experience leading fast paced account management or customer-focused teams
- 10 years’ professional experience in customer success, account management, or sales
- Highly analytical; proven experience driving success and revenue growth through data-driven processes
- Positive, self-motivated, team player, action and results-orientated
- Proven ability to assess organizational strengths and gaps, and motivate individuals and teams to embrace and meet objectives
- Highly organized and capable of working effectively across functional groups
- Not afraid to make changes to teams, processes or technology to improve the organization
- SaaS or FinTech/Payments experience is critical
- Excellent communicator, both written and verbal
- Efficiency & quality at the core of all work
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