Sr Customer Success Manager
2 weeks ago
Job Description
Job Title: Sr Customer Success Manager FLSA Status (US Only): Exempt
Created Date: July 16, 2019
Job Summary:
The Sr Customer Success Manager (CSM) is a role with direct accountability for driving success into
long-term relationships of the Installed P&L, along with ensuring very high retention rates and customer
loyalty scores. The Sr CSM has direct responsibility for identifying revenue protection and expansion
opportunities and providing ongoing account management for a territory of existing customers. This
responsibility includes multi-year account planning and relationship management of major accounts,
orchestration of executive level relationship management with customers and ACI senior/executive
leadership and account get-to-green planning. The Sr CSM has indirect responsibility to expand revenue
from cross-sell and up-sell through a lead generation process leveraging insights from the account
monitoring.
Job Responsibilities:
- Execute a consistent approach for major account planning and relationship management. Ensure
expansion opportunities.
- Expand Relationships through effective Lead Generation by expanding revenue in accounts
organizations, surfacing opportunities and/or issues.
- Lead the account team(s), ensuring collaboration within the team and across the customer
- Achieve defined metrics including but not limited to, backlog growth, annual revenue and
- Perform other duties as assigned.
- Understand and adhere to all corporate policies to include but not limited to the ACI Code of
Knowledge, Skills and Experience required for the job:
- 10+ years’ experience in customer facing roles working with Fortune 100 and/or very large can
- Strong business and negotiation skills.
- Proven experience with account planning and review process including customer experience and
- Experience with recurring revenue business models, commercial and contractual term-based
applicable to banking, commercial and/or financial intermediaries.
- 3+ years vertical industry experience working with clients in commercial banking, retail banking,
- 3+ years in payments or payments related field with strong knowledge of payments ecosystems.
Work Environment:
- Standard work environment
- Majority of time spent on PC (Phys. Req.)
- Travel as necessary
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