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Customer Success Manager

2 months ago

Atlanta, Georgia, United States ACI Worldwide Full time
Job Description

Job Purpose

The Customer Success Manager is responsible for leading a dedicated team of Customer Success Managers (CSMs) to enhance customer satisfaction, retention, and business growth. This role focuses on driving continuous improvement across all functions that influence the customer journey.

Key Responsibilities
  • Driving Business Growth and Profitability:
    • Maximize client value by ensuring effective adoption and use of the product or service.
    • Analyze customer insights to uncover opportunities for enhancing the customer experience, collaborating with internal teams to implement necessary changes, and developing presentations and campaigns to promote additional products and services that can enrich the client experience.
  • Client Relationship Management:
    • Set clear client retention objectives and develop strategies to achieve them.
    • Work closely with clients during their transition from sales prospects to active accounts, focusing on identifying opportunities to strengthen and expand the client relationship.
    • Build and maintain robust relationships with clients that extend beyond individual projects.
    • Respond promptly to customer inquiries and concerns.
  • Program Implementation and Upselling:
    • Collaborate with internal and customer teams to assist clients in setting up and navigating programs or software.
    • Communicate the value of the product through regular updates and Quarterly Business Reviews.
    • Promote additional services and products that align with customer needs and ACI's brand.
  • Training and Development:
    • Work with cross-functional teams to design training programs and educational resources.
    • Ensure clients gain a thorough understanding of product capabilities and actively engage with them to identify potential areas for product enhancements, including new features, additional training, or increased support.
  • Team Leadership and Management:
    • Establish goals and objectives for the team.
    • Provide guidance, support, and resources to team members.
    • Foster a positive work environment focused on accountability, urgency, and continuous progress toward account objectives.
    • Evaluate team performance regularly.
  • Compliance:
    • Understand and adhere to all corporate policies, including the ACI Code of Business Conduct and Ethics.
Qualifications
  • Bachelor's degree in business or a related field, or equivalent work experience.
  • Demonstrated experience managing a high-performing team of Customer Success professionals.
  • Experience leading teams within an enterprise-level managed services environment.
  • Proven ability to set, drive, and assess team KPIs with a focus on continuous improvement.
  • Highly focused with a strong sense of urgency and energy, committed to fostering a goal-oriented team culture.
  • Experience in enhancing brand image and promoting value through customer experience.
  • Exceptional communication skills and the ability to cultivate positive business relationships.
  • Strong organizational skills.
  • Experience managing a diverse workforce and providing training in line with company standards.
Preferred Qualifications
  • Experience in payments or proficiency related to ACI's products or services.
  • Experience selling to banks, financial institutions, and/or fintech companies.
Work Environment:
  • Remote office setting.
  • Willingness to travel up to 25% of the time.
Benefits: We offer a competitive compensation package, including performance-based bonuses, in a casual, fully remote work environment. ACI Worldwide is an AA/EEO employer, providing equal opportunity for protected veterans and individuals with disabilities.