Program Manager

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 30 years of experience and moving more than $10 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 Summary

The Program Manager is responsible for the overall delivery and accountability of a customer portfolio, supporting highly successful commercial execution and ensuring Customer delight. The tracking, reporting, and accountability regarding the global delivery Key Performance Indicators (KPI's) is critical to the success of the individual Program Manager, their Manager, and the business. Cross functional coordination and communication with the "mission" leadership, other "homes", and other departments are required in order to meet the business revenue, EBITDA, and growth targets. The Program Manager is also directly responsible for executing the program-status tracking and reporting in alignment with established standard operating procedures.

This is a key customer-facing, onboarding role in the overall Global Services organization requiring experience and insights to project management, process management, product capabilities, and efficiency in work-flow processes to accelerate time-to-value for our customers. This leader leverages a collaborative style to affect work results and continuous improvement techniques to advance work processes and strengthen team knowledge. The culture sought is one of candor and high-performance, with no tolerance for substandard work results.

The Program Manager will interact and communicate externally with the customer executive and senior operational management and along with this same interaction up and across the Bottomline organizations for sales, product, development, SaaS operations, Information Security, customer support, legal, and FP&A. This role is the expert in the Bottomline internal business processes for each of the above functions to ensure proper input from the customer project and to assure visibility within the functional organization. Escalations from the customer project(s) leverage the Bottomline processes while supported by both written and verbal communications to assure shortest resolution to questions and or issues from any project.

How you will contribute:

• Lead and manage customer projects throughout their entire life cycle
• Serve as primary interaction leader for project plans, project(s) status, escalation process, and owner/driver for the communication, strategy & messaging
• Create and maintain comprehensive project plans that merge customer requirements with company goals and coordinate technical personnel during all project phases.
• Provide oversight and full accountability for all customer projects completed on-time and within budget
• Identify project risks and implement appropriate escalation and mitigation plans
• Drive customer delight through high quality, predictable, and valuable consulting / professional services and day-to-day interactions with the customer program and organizational leadership
• Establish, develop and maintain deep customer contacts and working relationships with customers
• Liaise with project members, cross-functional teams, external vendors, and other stakeholders to ensure deliverables, requirements, schedules, cost, and meeting plans are communicated
• Proactive and frequent communication of progress, on all levels, internally as well as with customer
• Occasional travel may be required
  
  

What will make you successful:

• 8 years direct project management experience; 4 years technology deployment experience with software solutions
• Experience working in and an understanding of the Banking industry (preferred)
• Must be able to interact with customers and partners at a senior level to drive product improvements and strengthen business relationships
• Knowledge of project management methodologies and tools
• Strong technical background plus excellent problem-solving and analytical skills
• Proficiency in time management and risk management
• Proven ability to drive results in a matrix-structured organization
• Enthusiasm for learning about new technologies and SaaS-based services
• PMP certification, or similar a similar credential (a plus)
• Prior experience with Atlassian (JIRA and Confluence) and Salesforce as issue tracking and CRM tools (a plus)
• BA/BS degree in relevant field
  
  

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.