Client Success Manager I or II

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Type Of Hire :

Job Description

Summary

The Customer Success Manager knows their client's business strategy, the payments industry, including competitors and market trends, and TSYS product and service offerings. They leverage this knowledge with little guidance to build and strengthen mutually beneficial strategic client relationships. They develop and execute tailored Account Growth Plan and Playbook, identify whitespace, and drive opportunities through Salesforce stages to closure with little guidance. Makes well informed decisions, seeking input from others as needed based on level of impact. Responsible for building and maintaining strong strategic relationships and ensuring the success of various sized revenue generating clients.

Essential Functions

• Continuously learn and demonstrate understanding of your client's business, key contacts, strategy, goals and objectives

• Understand the TSYS product strategy, ecosystem and roadmaps

• Stays current on industry trends, regulations and competitive products in order to strategically identify and target sales opportunities.

• Develop, execute and maintain a tailored Account Growth Plan and Playbook; Fully understands the client organization and strategy to enable Global Payments to engage and navigate throughout the enterprise. Defines relevant propositions for each client and qualifies opportunities to ensure high probability of win and successful delivery. Accountable for the profitability of the client; achieve agreed revenue targets.

• Identify white space opportunities that optimize the Client's business performance

• Support driving opportunities through Salesforce stages to closure

• Is accountable for renewal of client contracts and addenda to agreed retention, deal parameters, and financial and commercial points for assigned accounts. Receives support from Contract Management, Legal and other key stakeholders.

• Partners with sales support resources and internal stakeholders to create and deliver propositions.

• Act as the voice of the customer, identifying product support and development needs and communicating feedback to the appropriate groups.

• Thoroughly prepare for, execute, debrief, and follow up from important client interactions including Quarterly Business Reviews and other strategic partnership meetings, facilitating participation from additional internal resources as needed.

• Responsible for accurate and timely forecasting of all revenue, on a monthly and quarterly basis.

• Validate monthly billing to the client ensuring accuracy and timely issuance of invoices. Ensure client stays current on payments according to invoicing.

• Accountable for the negotiation and settlement of any direct loss claims or billing disputes.

Minimum Qualifications:

• Bachelor's degree

• 4-8 years of experience in Customer Success, Client Experience and/or Consulting

• Prior financial services, payment or technology experience

• Experience using Salesforce or similar CRM technology

• Travel: Approximately 20% for internal meetings, client meetings, and conferences

Skills & Competencies

• Business acumen; strategic thinking, financial and revenue acumen, market orientation

• Builds and sustains excellent business relationships as a trusted advisor

• Effective verbal, non-verbal, and written communication

• Highly organized planning and preparation, execution, and debrief practices

• Demonstrates persuasiveness and ability to influence win-win outcomes

• Be curious and consultative, asking probing questions to gain understanding and drive actionable strategic purpose

• Ability to research, organize, distill, and effectively communicate information

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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