Member Services Manager jobs in Dover, NH

Who Are We?

Bottomline is on a mission to be the world’s leading business payments company, aligning our team to the common purpose of transforming the way businesses pay and get paid. It is a journey that goes around the world serving financial institutions and companies in more than 90 countries. Our Portsmouth office is the central strategic hub in the US as well as one of the go-to market global centers of excellence, conveniently positioned to enable a fulfilling and flexible, hybrid work-life balance. A place to collaborate and share knowledge share across multidisciplinary teams, it also provides the perfect space to meet virtually with our colleagues across time zones.

Culture and Values

We are one global team, who work with and for each other in a drive to delight customers through excellent execution, which fuels how we create and grow sustained business value for our customers, our team and all who partner with us. Our culture encourages people to be brave and curious, to drive to closure and to ensure our values and principles are lived out daily. We excel at Bottomline because we are positive and passionate about building a #LifeAtBottomline

Role: Manager of Member Services

The Paymode-X Manager of Member Services is a key member of the services organization management team and will report to the Director of Implementations and Enrollments. The Member Services Manager is responsible for overseeing all processes relating to Vendor segmentation and reporting for Paymode-X Dividends and Classic models. 

Education and Experience:

- At least 7 years of Customer Service/Support Team Management experience
- Strong knowledge of Paymode-X, ROC and Direct Marketing Preferred.
- Able to be successful in a fast-paced environment that rewards hard work and self-motivation.
- Exceptional verbal and written communication skills.
- Operational expert with strong problem-solving skills and creative thinking skills.
- Associates degree or higher preferred.

Key Responsibilities:

- Unwavering focus on vendor enrollment and long-term vendor commitment to the Paymode-X Dividends program. Develops new ideas to entice vendors to sign on to Paymode-X and remain on Paymode-X Dividends.
- Responsible for overseeing all segmentation and reporting management for Paymode-X, with heavy focus on defining reporting metrics and standards for Dividend Payers and Bottomline management team.
- Responsible for reviewing in detail all current segmentation and reporting processes and make 
recommendations to improve process and efficiencies where necessary. 
- Serve as Product Liaison between entire Client Services organization and Product Management to ensure Dividend Program needs align with Paymode-X Product Roadmap. 
- Assists the Paymode-X client services teams with escalations, product knowledge and overall account management. 
- Trains, coaches and mentors Network Analyst organization as well as broader Paymode-X Client Services Team.
- Co-Manages third party check printing relationship to ensure partnership execution, escalation resolution and continuously monitors communication efficiencies and best practice protocols. Perform regular audits of partnership and if necessary, involved in the search for alternative check printing vendors. 
- Develops strong relationships with other teams to build collaboration and identify potential opportunities to improve efficiencies and processes.
- Coordinates and manages team and allocates tasks and resources as needed.

You’ll love Bottomline because in everything we do we seek to delight our customers and we are passionate about building a company of which we can all be proud, and this starts with building amazing teams filled with team members that challenge you every day.

We welcome talent at all phases of their career through understanding and supporting additional needs (where applicable) as we look to innovate, win, and grow together.

Bottomline is proud to be an equal opportunity employer. We are committed to treating all individuals in a fair and equal manner by creating an inclusive and open environment.