Customer Success Manager
| Company | Fidelity National Information Services |
|---|---|
| Location | Milwaukee, WI, USA, Jacksonville, FL, USA |
| Salary | $73250 – $119400 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Proven experience in account management, strategic client retention, preferably within payments, SaaS or fintech industries.
- Understanding of accounts payable, accounts receivable, working capital and cash flow optimization, buyer – supplier relationships, EIPP, and revenue optimization solutions.
- Exceptional communication, negotiation, and interpersonal skills.
- Analytical mindset with the ability to use data to drive decisions and strategies.
- Highly organized and detail-oriented, with a proactive approach to managing tasks and timelines.
Responsibilities
- Manage the end-to-end client contract renewal process across product lines, ensuring timely and successful renewals.
- Grow and maintain strong client relationships and engagement, serving as a trusted advisor to address client concerns, provide thought leadership, and identify opportunities for account expansion, cross-sell and up-sell.
- Collaborate with sales, operations, and pricing teams to create tailored renewal and revenue strategies that align with client needs and business objectives.
- Proactively assess data and trends to provide insights and recommendations for enhancing client’s business, improving retention and driving growth.
- Mitigate risks by addressing potential churn early and developing strategies to retain at-risk clients.
- Experience collaborating in a matrixed organization with internal partners such as Sales, Professional Services, Implementations, Support, and Product Management.
- Ability to assess client needs and business requirements to document and plan client improvement plans.
- Ability to identify sales opportunities from existing client base to improve revenue opportunities.
- Collect and present metrics to demonstrate client coverage, client usage of our solutions, retention risk assessments, and contract renewal plan.
- Lead team to prioritize Client Success department objectives.
Preferred Qualifications
- Bachelor’s degree in business administration, finance, or the equivalent combination of education, training, or work experience.
- Leadership Skills: Proven ability to lead and inspire cross-functional teams. Strong communication and interpersonal skills.
- Leadership, management, organizational, and team building skills.
- Analytical and problem solving skills.
- Ability to build relationships with C-level management, peers and others.
- Broad knowledge of regulatory requirements, financial institution operations, and risk management.
- Speaks and writes fluently.
- Listening skills and ability to ensure open and candid two-way communication.
- Ability to express both facts and opinions clearly and concisely.
- Project management, productivity, planning, and workload management skills.
- Negotiation skills regarding complex issues.
- Ability to work well under pressure and keep emotions under control during difficult situations.
- Adaptable and dependable in fast-paced, changing business environments.
- Strives for continuous improvement.