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Sr Customer Success Manager
2 months ago
ACI Worldwide
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
these account plans are robust and tested. Systematically identify and measure growth and
expansion opportunities.
•Expand Relationships through effective Lead Generation by expanding revenue in accounts
through cross-sell and up-sell opportunities. Communicating proactively with differing
organizations, surfacing opportunities and/or issues.
•Lead the account team(s), ensuring collaboration within the team and across the customer
lifecycle to deliver optimal results for both the customers and ACI.
•Achieve defined metrics including but not limited to, backlog growth, annual revenue and
customer satisfaction.
•Perform other duties as assigned.
•Understand and adhere to all corporate policies to include but not limited to the ACI Code of
Business Conduct and Ethics.
Knowledge, Skills and Experience required for the job:
•10+ years' experience in customer facing roles working with Fortune 100 and/or very large can
complex strategic clients.
•Strong business and negotiation skills.
•Proven experience with account planning and review process including customer experience and
relationship management.
•Experience with recurring revenue business models, commercial and contractual term-based
software license agreements, account planning and management process and payments as
applicable to banking, commercial and/or financial intermediaries.
•3+ years vertical industry experience working with clients in commercial banking, retail banking,
consumer finance, insurance, healthcare, higher education and/or government.
•3+ years in payments or payments related field with strong knowledge of payments ecosystems.
Preferred Knowledge, Skills and Experience needed for the job:
Work Environment:
•Standard work environment
•Majority of time spent on PC (Phys. Req.)
•Travel as necessary
