The Role

We are looking for Document Processing Specialist to innovate and grow with us in our Falls Church, VA office 5 days a week. The schedule is 7:00 am - 3:00 pm EST Monday - Friday. There are opportunities for Overtime as well.

Candidates for this position must be authorized to work in the United States on a Full-Time/Permanent basis for any employer without restriction. Visa Sponsorships or Transfers (for current Visa Holders) WILL NOT be provided for this position.

We are seeking a detail-oriented Document Processing Specialist to join our Business Process Outsourcing Team. You will play a key part in helping clients efficiently index documents into our NexusPayables system. This position is ideal for someone who thrives in a fast-paced, accuracy driven environment and takes pride in producing high quality work.

How you’ll contribute:

• Accurately index 900+ incoming documents per day following established procedures.
• Process invoices with 99%+ accuracy, meeting client SLA requirements.
• Review and audit entries to ensure accuracy and compliance with internal and client standards.
• Collaborate with team members to identify and implement process improvements.
• Participate in team meetings, feedback sessions, and continuous improvement initiatives.
• Maintain all process and client documentation.
• Meet or exceed weekly performance metrics for speed, accuracy, and quality.
• Perform other duties as assigned.

If you have the attributes, skills, and experience listed below, we want to hear from you!

• 1+ year of professional experience in a business/office/corporate environment preferred
• Fast accurate alpha-numeric typing skills
• Strong attention to detail
• High volume data entry experience
• Willing to adapt and learn new technologies 
• Experience with document imaging software (desired but Not Required) 
• Able to meet and/or over exceed in making deadlines
• Minimum high school degree or equivalent, Bachelor’s degree preferred (Not Required)

Department: CCO – Global Support (Paymode & Nexus Member Services)
Location: India
Shift: Night Shift (US Support Hours)
Reporting To: Head of Paymode Customer Support (US)

Role Overview

We are looking for a Senior Operations Manager to serve as the senior onsite leader for our India‑based Paymode and Nexus customer support teams operating in US‑aligned hours. This role is responsible for ensuring operational excellence, service consistency, high‑quality training, workforce readiness, and strong coordination with cross‑functional partners.

The role works in close partnership with US leadership and India‑based Team Managers (dotted line) to drive disciplined execution, cultural alignment, and a strong on‑floor leadership presence. The ideal candidate brings deep contact center operations expertise, hands‑on leadership, and the ability to create structure, clarity, and consistent delivery across teams.

This role will also own Paymode‑specific AI initiatives, partnering with global AI leadership to drive practical adoption, operational value, and readiness within Paymode customer support.

This role has a real opportunity for increased responsibility as we continue to build out our back-office capabilities.

Key Responsibilities

Operations & On‑Floor Leadership

• Act as the senior onsite operations leader during US support hours
• Maintain strong on‑floor presence to support agents, managers, and real‑time operations
• Ensure consistent execution of operational standards, communication routines, and performance expectations
• Manage and resolve operational escalations in a timely and effective manner

People Leadership & Collaboration

• Partner with Team Managers to reinforce coaching, daily routines, and team engagement
• Support hiring through interview panels for agents, team leads, QA, SMEs, and trainers
• Promote a culture of professionalism, collaboration, accountability, and continuous improvement

Training & Quality Excellence

• Oversee end‑to‑end training programs including onboarding, nesting, continuous learning, and skills verification
• Ensure training content and delivery align with current product, process, and policy standards
• Own the Quality Assurance program including monitoring, calibration, coaching alignment, insights, and reporting
• Use QA insights to drive targeted coaching, knowledge improvements, and performance uplift
• Partner with Paymode SMEs to maintain and evolve training content, including digital and AI‑enabled learning materials
• Long‑term plan to hire a full‑time Trainer reporting to this role; this position owns training strategy, framework, and outcomes until that hire is made

Workforce Management & Capacity Planning

• Own workforce management activities including forecasting, staffing, scheduling, PTO planning, and real‑time queue management
• Partner with leadership on capacity planning and staffing readiness for Paymode and Nexus operations
• Manage and develop WFM resources to build scalable global capabilities
• With one WFM Analyst already productive, this role completes the Paymode WFM practice. Once Paymode WFM is fully mature, the role may partner with global support leaders on WFM strategy across other regions.

AI Enablement (Paymode)

• Be a participating member of global support AI council. Direct contribution to Paymode‑specific AI initiatives in alignment with global AI strategy and governance
• Serve as the primary Paymode operations resource for AI analysis, pilot execution, and program management
• Translate AI capabilities into practical workflows through agent and manager enablement and training
• Partner with agents, managers, and stakeholders to gather feedback, assess impact, and drive continuous improvement
• Support the development of standardized AI best practices and workflows for Paymode support leaders

Cross‑Functional Coordination

• Serve as the primary onsite point of contact for Facilities, IT, Transportation, and People teams
• Ensure site readiness, seating plans, floor setup, tools availability, and infrastructure support
• Drive timely communication, tracking, and closure of operational issues

Engagement & Recognition

• Design and run recognition, gamification, and engagement programs for India‑based teams
• Reinforce transparency around performance, growth opportunities, and development pathways

Required Skills & Qualifications

• Bachelor’s degree in Business, Operations, IT, or related field (MBA preferred)
• 8+ years of contact center operations experience, including 4+ years in senior leadership roles
• Strong experience in Training, Quality Assurance, and Workforce Management
• Proven ability to manage complex operations and cross‑functional escalations
• Experience with tools such as Salesforce, Power BI, LMS, QA, or WFM platforms
• Exposure to AI‑enabled tools, automation, analytics, or operational transformation initiatives preferred
• Excellent communication skills, leadership presence, and stakeholder management abilities
• Ability to work US‑aligned hours with flexibility for critical business needs

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 

The Role:

As a Senior Vendor Success Manager, you will be responsible for revenue and customer delight by proactively guiding customers towards their desired outcomes through the adoption of Paymode services. It is important to understand customers’ needs to identify ways they can maximize the value of Paymode to achieve their business goals. You are responsible for enriching the customer  experience throughout the life cycle through proactive engagement and resolving questions and concerns about their Paymode membership.

You will work closely with Paymode Vendor Sales team to expand business by identifying new revenue opportunities. And you will work cross functionally with Payer Account Managers, Product and Member Services to address customer questions and concerns resulting in long term Customer commitment to the Paymode network.

How you'll contribute:

• Manage a portfolio of high value customers to protect and grow revenue within the existing customer portfolio.
• Establish and maintain relationships to become a trusted advisor.
• Ensure customer engagement with Paymode service and features to drive customer value and delight.
• Execute customer business reviews ensuring alignment of Paymode services to customer goals.
• Monitor customer health and create risk mitigation plans where appropriate.
• Build and foster relationships with key points of contact across multiple customers to retain customer loyalty.
• Proactively identify potential escalation risk and collaborate with internal teams to retain revenue, remediate, and ensure a positive outcome.
• Resolve customer inquiries by educating customers about the value of the Paymode services delivered.
• Present and speak about new product enhancements that are relevant to our customers.
• Identify new opportunities to expand customer's usage of the Paymode network and services.
• Develop and share best-practices to continually improve the quality, effectiveness, and efficiency of our processes.

If you have the attributes, skills, and experience listed below, we want to hear from you:

• Customer Success experience. Demonstrate success managing customer relationships within the Enterprise portfolio in a retention-carrying role.
• Excellent verbal and written communication skills to effectively communicate and interact with customers at various levels, understanding their needs and providing clear direction on how Paymode addresses the needs'.
• Ability to effectively manage multiple priorities and activities simultaneously in a fast-paced environment.
• A genuine interest in helping customers. Empathy and patience are valuable traits when dealing with inquiries and issues.
• Analytical skills with an attention to insights: Provide regular, recurring communications about the pulse of our customers to key internal stakeholders.
• Always positive, driven to excel and takes initiative.
• Able to identify risks that may impact the success of a customer program and lead the execution of appropriate mitigating actions.
• Confident, self-motivated, and a true team player.
• Comfort interacting with and tailoring messaging to all levels of customer resources.
• Minimum of 5-10 years’ experience within the FinTech industry and a solid understanding of the broader payment ecosystem and competitive landscape relative to the payments world.
• Experience using CRM applications for customer management, customer success program reporting, while maintaining the most current, accurate customer data.

#LI-KK1

The Role

Reporting to the Director of Partner Onboarding and Operations, the Lead Technical Consultant will serve as a subject matter expert for Bottomline in the area of partner data, integration, and process. This role will be at the forefront of a growing team and will be responsible for both facilitating and leading strategic and tactical tasks related to partner technical implementation items. The Lead Technical Consultant advises on best practices related to APIs, webhooks, and file ingestion to bring Bottomline partners live more efficiently and effectively.

This is a hybrid role based out of our Portsmouth, NH office.

How you’ll contribute:

• Occasional travel may be required (~15% to Partner Sites)
• Develop and maintain an in-depth knowledge of Bottomline applications, processes, databases, and data structures.
• Facilitate value added data flow strategy discussions with current and potential Bottomline partners.
• Configure data integrations to meet partner specifications.
• Design repeatable data flow testing scenarios and manage testing processes. Research and resolve errors that arise. 
• Act as a liaison between functional, operational, go-to market, and product teams. Assist in prioritization of enhancements, updates, and functional changes to the product. 
• Provide ongoing post-launch support to new partners in technical areas related to data exchange, funding operations, and partner’s client implementations.
• Participate in identifying, developing, and executing new integration functionalities.
• Create and manage integration process, procedure, and technical documentation. Work to develop or enhance current standards. 
• Engage in additional process design conversations with partners after initial go live.
• Mentor team members.

What will make you successful: 

• Experience/Background in banking environment as a technical implementor or consultant.
• 5-7 years of experience writing technical requirements for file-based and API Integrations for software products; experience managing APIs as a product is preferred.
• 5-7 years of experience supporting Technical API products including designing, programming, configuring, testing, or supporting APIs.
• 5-7 years of Data Integration experience.
• Familiarity with a range of data formats and languages (e.g., JSON, EDI, SQL) as well as proficiency in using tools like Postman and JIRA.
• Proven ability to work closely with Product and Development teams to complete partner integrations.
• Superior Communication, Organizational and Interpersonal skills.
• History of successful leadership of or within teams.
• Bachelor’s degree in Computer Programming, Data, Business, or equivalent work experience

Nice to Have Skills:

• Background in finance, or business to business payments industries and processes as a technical implementor or consultant.

What We Offer: 

• Competitive salary and benefits package.
• Opportunities for professional growth and advancement.
• A collaborative and innovative work environment.
• Flexible working arrangements. 

#LifeAtBottomline

#LI-DNI

Responsibilities: 

• Total accountability for a positive customer experience 

• Achieves and maintains proficiency with the capabilities of Bottomline's software as a service applications as well as corresponding system and software changes  

• Remaining available to receive calls - at desk and logged in to phone system (handles average 30-40 inbound calls, 20 emails daily) 

• Documents call transactions, processes and methodologies used to diagnose and resolve the customer's issues within the appropriate CRM tool 

• Manage and maintain timelines for issue resolution 

• Has ability to develop and maintain customer relationships  

• Documents software defects and works with internal departments to escalate or resolve 

• Assists with identifying root cause of problems; manages and resolves issues in a constantly changing environment  

• Focus on both customer delight and continuous seeking out of new opportunities to expand customer relationships 

• Active participation and adherence to Bottomline’s C1 Customer Service program 

• Outline specific duties this position will be responsible for, keep in mind the level of responsibility in relation to the level of the position 

Required Technical Skills and Competencies: 

• Proficient in Paymode-X product 

• Customer service and communication skills including business writing  

• Software and environment trouble-shooting and diagnostic skills 

• Solid understanding of basic computer functions and ability to teach/train users  

• Experience supporting software as a service  

• Proven ability to communicate effectively via printed material and on the telephone  

• Strong oral and written communications skills  

• Excellent organizational, problem solving and communications skills  

• The ability to work independently and balance multiple priorities  

• Team player, resourceful, flexible 

• Define the required business skills this role requires, including technical skills and behavioral competencies  

Preferred Skills: 

• Previous customer and/or technical support experience 

• Previous Salesforce experience  

• Define the preferred skills for the role, these are not required for the person in the role to successful, but would be helpful to have already acquired to be able to understand the full scope of the job quicker and make a quicker impact for the overall team 

Education & Experience: 

• Associate's or Bachelor's degree in Communications, Management Information Systems, Business Administration or similar course of study (not required but desired) 

• Determine the years of experience needed and the completed education for the position.   

• 3+ years of Customer Support experience 

• Any Bachelor’s degree or equivalent work experience (12+3)

THE ROLE

We’re hiring a senior leader to own and orchestrate recurring SaaS revenue management across our existing customer base.

This role is for someone who thrives at the intersection of finance and commercial execution—a leader who understands how revenue is created, what puts it at risk, and how to protect and accelerate outcomes before results hit the GL.

WHAT YOU’LL DO

• Own commercial planning and revenue management for the SaaS-hosted business

• Build forward-looking, granular revenue forecasts with clear visibility into risk and opportunity

• Drive revenue optimization across renewals, discounting, and price realization

• Partner closely with Sales, Customer Success, and Finance to influence commercial decisions

• Establish financial and commercial guardrails that protect revenue quality and predictability

• Confidently challenge decisions that negatively impact revenue outcomes

WHAT THIS ROLE IS (AND IS NOT)

This is not a product or pricing strategy role. You will not be setting prices or designing product monetization.

This role is about managing and maximizing revenue from existing customers using data, financial rigor, and commercial judgment.

WHAT WE’RE LOOKING FOR

• 10+ years of experience in revenue management, finance, RevOps, or senior commercial roles in SaaS

• Proven ownership of existing SaaS revenue, renewals, and forecasting

• Strong financial and analytical capability (advanced Excel modeling)

• Experience with large, complex SaaS contracts

• Ability to influence and challenge senior commercial leaders with confidence and credibility

WHY THIS ROLE MATTERS

You’ll help shift the organization from reactive reporting to proactive revenue leadership—bringing clarity, accountability, and predictability to one of the most critical parts of the business.