Enterprise Support Account Manager

 

The majority of this employee’s time is spent coordinating and supporting Bottomline’s Enterprise Support.  These clients are

identified as those various organizations, which require a primary point of contact Among the many tasks incorporated into the

support and management process, duties include, but are not limited to, communication with the client, triage issues as they are

received by clients, maintain open issues lists, conduct weekly meetings as well as other tasks and services necessary to ensure

the satisfaction of these clients.  This individual is encouraged to think creatively and is empowered to make routine decisions or

address certain issues utilizing his or her own expertise, without consulting their Manager.

 

Prerequisite:

· Prior experience working with external customer software implementations or support  Knowledge of PC’s Network environments, Databases (specifically MSSQL and Oracle), Windows/Unix Operating Systems and XML

· Technical Account Management

· Strong Customer Service and troubleshooting skills

· Background in treasury management, banking and disbursements is strongly preferred.

 

Typical Responsibilities:

· Serve as the Primary Point of Contact for Enterprise Support/Tier 1 clients

· Assume total accountability for client satisfaction with Bottomline as a whole

· Facilitate a high level of communication with Enterprise Support/Tier 1 clients

· Available during supported hours of operation including 7 X 24 pager support for production emergencies

· Perform high level data analysis and project review when supporting/trouble-shooting account issues

· Test client applications using the appropriate hardware and software platform that emulates the client’s  configuration

· Update CRM real time for all client activities/issues, manage and maintain client issues lists and reproduce issues as identified

by the client

· Participate in both internal and weekly client status calls

· Maintains client production support environments

· Manages Production Support Engineer resources through issue resolution or enhancement

· Manage and facilitate communications with Production Support Engineers, Hosted Services and all applicable third party

related entities.

· Facilitate Change Management process for enhancements and/or issues with client applications

· Manage and maintain the implementation timelines for client enhancements (as needed) and/or open issues

· Performs routine audits on source control

· Author SOW/FS for enhancements as needed

· Generates status reports on assigned accounts

· Facilitates internal quarterly communications meetings

 

To apply for this position send your resume to humanresources@bottomline.com and reference CSS268E/265E