Customer Technical Support 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!

ROLE 

We are looking for a Manager, UK Financial Messaging Support to lead our UK Support team and own the UK employee, customer and internal stakeholder experience. The manager is tasked with building and delivering world-class support!  

HOW YOU WILL CONTRIBUTE:

Working with the Head of FM Support you’ll oversee the UK team dedicated to servicing our UK FM Customers. Your direct reports may be dispersed across multiple countries, and you will also have the ability to support the needs of the broader global FM business and customer base as needed. Your primary objective will be to implement a top-tier approach to enhance the performance of the UK FM team, fostering a commitment and culture around customer satisfaction and issue resolution. More specifically, ensure swift responses, empathetic communication, exceptional technical expertise and excellent hygiene around case management and documentation. Your responsibilities will include monitoring inbound cases for FM to ensure customers receive prompt resolutions to their inquiries, guiding the case management process to meet and surpass our contractual service standards. Leveraging your expertise, you will mentor the team to become proactive communicators and advocates, collaborating with them to deliver outstanding service and responsiveness. 

WHAT WILL MAKE YOU SUCCESSFUL:

• Directly lead and develop our UK Support staff and provide leadership globally where and when needed. This includes but is not limited to; Hiring, onboarding, performance management and scheduling. 
• Exceed operational KPIs and metrics. Leverage data within SFDC, TalkDesk and PowerBI to identify trends and take action to ensure results.  
• Hold regular 1:1s with each staff member, providing critical feedback on performance; including productivity, case management, attendance, and technical skills. 
• Perform regular staffing vs volume capacity planning to feed into the annual budget process and ensure FM UK staffing levels appropriately support customer ticket volume. 
• Ensure the Support team is available and logged in in the Telephony application, TalkDesk, to answer calls and meet service level. 
• Implement and manage our formal QA process for transactional monitoring and coaching. Deliver a minimum of 3 coaching sessions per employee per month. Leveraging subject matter experts as much as needed.  
• Continuously search for improvements in our technology and processes to produce efficient and exceptional customer experiences. These include but are not limited to; SFDC ticketing, Jira escalation/collaboration, KCS, incident and escalation management, IVR flows, CCP, StatusHub, on-call and more. 
• Manage on-call rotation to ensure adequate coverage, participating in Crisis Management rotation as needed.  
• Regularly perform analysis of customer volume and partner with our Product organization to advocate for roadmap improvements that reduce tickets. 

• Contribute to the vision of the FM customer support organization and ensure all are aligned with the strategy. 
• Create, deliver, and professionally present insightful reports and presentations for your team, Sr. leaders and stakeholders. Contribute to the development and continuous improvement of our reporting library in PowerBI and SFDC. 
• Own the relationship with the UK FM Sales and Customer Success teams, providing a POC into support for managing critical customer issues.  
• Build strong internal partnerships with ALL cross functional groups to achieve business goals: Including, sales, pre-sales, business development, channel teams, implementation, customer success, product management, engineering, finance, legal, IT, HR, marketing, and senior management. 
• Total ownership for the UK FM case management process, overseeing inbound cases ensuring they are managed by the right engineer, and driven to closure within service level, with outstanding customer communication at every touchpoint. 
• Leveraging our manager checklist to consistently perform the daily, weekly and monthly activities predefined as our best practices. 
• Serve as an escalation point for the FM UK customer. 

PREFERRED SKILLS 

• Exceptional leadership, unparalleled integrity, and process driven self-starting business owner with extreme accountability for employees, stakeholders and customers.  
• Expert in Salesforce reporting and dashboard creation 
• Skilled in MS Office tools, including Excel, Word and PowerPoint  
• Ability to create, communicate and make real; a clear vision and strategy for the team. 
• Demonstrated ability to communicate, present data and influence all levels of the organization for the betterment of our customers. 
• Ability to align and collaborate with cross-functional teams to achieve business goals. 
• Ability to effectively prioritize and execute tasks in a high-pressure environment. 
• Proven analytical and problem-solving abilities. 
• Proven ability to self-organize a multitude of threads and issues across multiple customers and employees.  
• Strong technical aptitude and ability to translate technical details for non-technical audiences 
• Sense of urgency appropriate for the highly regulated banking industry. 
• Exceptional oral and written communication skills. 

• Highly self-motivated and directed. 
• Strong leadership skills to achieve outstanding team performance. 
• Calm under pressure. 
• Process oriented. 

EDUCATION AND EXPERIENCE 

Formal Education & Certification 

• University Degree in IT or equivalent such as Engineering school  

Knowledge & Experience 

• Minimum of 5 years’ in a technical Support management role working with complex technology and high value customers. 
• Experience with SalesForce or a similar CRM/ITSM tool and a solid understanding of ITIL processes. ITIL 4 foundation certification would be a plus. 
• Knowledge of UK financial industry, supporting technology and money moving processes. 
• Experience with Knowledge base management following KCS processes. 
• Experience working in a team-oriented, collaborative environment. 

Languages 

Fluent English required. Either French, German, or Swiss-German are a major plus. 

Only the applications matching the required skills will be taken into consideration 

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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