What You'll Do:

As the Customer Success Manager in eSolutions, you will be responsible for aligning with our Account Management, Relationship Management, PSO, BPN Operations, and PayOps teams to engage with clients for the purposes of promoting and increasing electronic invoicing, electronic payments, and when applicable, increased payment automation.  Your actives will include coordinating with other teams, client/customer outreach, hosting customer calls, presenting strategies to drive eAdoption, gaining buy-in from the client, and coordinating marketing and product activities on behalf of the client. 

You will be responsible for meeting the eAdoption goals of these clients as determined in conjunction with the client and Billtrust leadership if applicable. Part your role will be to determine the best path to success for taking the necessary action to achieve these goals and seek out assistance, feedback, and/or cooperation from other teams/employees as necessary. Your KPIs to determine effectiveness will be related to ePresentment rates, ePayment rates, number of invoices paid, margin improvement, payment automation rate, client feedback, and NPS as well as number of clients supported.

• Build business relationships and work with medium to highly complex customers from implementation to go live to expedite gains in eInvoicing and ePayment
  • Understand target customer audience
  • Create, execute email campaign content/timing, call campaign script/timing, onsert messaging.
  • Introduce and reinforce best practices that drive results for adoption of eInvoicing & ePayments
  • Measure and track results and change action plan/strategy when applicable to drive desired results
• Identify areas of opportunities to increase eInvoicing, ePayments & payment automation & collaborate with team, client, manager to implement new activities.
• Document and report activity (i.e. campaign, client interaction, etc.) in Salesforce, Clarizen, Basecamp, & Google Docs as directed by manager
• Understand and pull the correct data to support the influencing of customers to participate in our eAdoption programs
• Collaborate with customers to understand and suggest any product enhancements that will drive increased electronic adoption

What You'll Bring to the Team:

• Proven success in a Customer Success and/or Marketing role – email, direct marketing, digital marketing, telemarketing, project management - 3+ years of experience preferred 
• Experience within the Billing, Payments, eCommerce and Interactive Marketing areas a plus
• Proven experience delivering programs to complex corporate clients and their customers - consumers and businesses - that migrate buying or payment behavior to an electronic experience
• Track record of developing, tracking and managing multi-channel customer adoption and activation programs across multiple customers simultaneously; knowledge of CRM tools (e.g. Salesforce), Project Management tools (e.g. Clarizen), and Microsoft Excel to track data and customer insights
• Proven experience building acquisition plans, tracking results, and adjusting campaigns to improve results
• Proven initiative, sense of urgency and an entrepreneurial spirit combined with a disciplined analytical approach based upon facts and data
• Strong verbal and communication skills including working collaboratively across all departments and being very comfortable making presentations to clients and internal stakeholders; proven knowledge in Microsoft PowerPoint
• Bachelors degree in Business, Marketing, or related discipline preferred