Technical Account Manager (TAM)

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! TBD   Position Title:   Technical Account Manager    Department:  Global Support   Reports To:  Manager – Technical Account Management    Bottomline is at the forefront of digital transformation. We are a growing global market leader uniquely equipped to address the changing needs of how businesses pay and get paid. 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 satisfaction, helping them grow their business and win in their markets.  As a Technical Account Manager, you will work with customers and internal stakeholders. You will have experience in building and managing customer relationships, project management and technical knowledge across software and hardware technologies. You will be responsible for managing a range of Bottomline’s customers across various products.  How you’ll contribute:  Work as part of the Project and delivery phase, ensuring requirements are understood and met and the technical onboarding of the customer is successful  Responsible for analyzing customer usage data to identify trends, potential issues and proposing solutions for greater optimization of solution  Managing customer communication to keep them informed about new product features, updates, or changes relevant to their business needs, including the product roadmap  Root cause analysis: Providing detailed insights into recurring issues and suggesting long-term solutions  Creation and sharing tailored solutions or troubleshooting guides for recurring challenges  Manage the co-ordination and completion of Third-Party Vendor Due Diligence Reporting requirements and Disaster Recovery Test Management planning  Manage internal and customer reporting and key KPIs for continuous performance improvement  Triage customer support issues, perform deeper technical assessment when needed  Update CRM(Salesforce) real time for all client activities including managing and maintaining client issues lists   Conduct regularly scheduled status calls with customer and supply regular status reports  Escalate customer issues accordingly with Management  Work with BT infrastructure staff in the creation and maintenance of customer production support environments  Manages Production Support resources through issue resolution or enhancement delivery  Manage and maintain the implementation timelines for minor customer enhancements and consult Services Team where appropriate  Manage and facilitate communications with Production Support, Product Team, Hosted Services, IT and all applicable third party related entities  Ensure functional and/or technical design documents are updated for minor enhancements and fixes as needed  Consult with customer regarding potential new or changed business requirements and identify new and add-on sales opportunities  Available during supported hours of operation and where required be available for 7 X 24 pager support related to production emergencies  Serves as the Officer in Charge (OIC) during Sev 1 production emergencies and communicates updates to the customer  Stay up to date on product releases to ensure good understanding of the changes in the application    What will make you successful:  Related bachelor’s degree or equivalent work experience  3+ years working within a technical support team within a customer services environment or within a Customer Success/SaaS environment  2+ years’ experience providing dedicated bespoke technical support to customers  Excellent verbal and written communication skills   Ability to work effectively and professionally with customers in person as well as over the phone  Exceptional interpersonal and relationship management skills   Strong presentation and facilitation skills  Demonstrated effectiveness working across infrastructures to achieve results  Excellent business judgement and the demonstrated ability to think and act both strategically and tactically  Self-motivated and reliable, with a strong independent work ethic   Thoughtful problem-solving skills using Root Cause Analysis and Corrective Action processes/methods   Record of driving projects to improve support-related processes and technical support experience  Technical skills relevant to providing support to both SaaS and On-prem solutions   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. Offices: (Kosovo);