Customer Success Manager

2 weeks ago

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

Purpose of the Role

The Customer Success Manager is responsible for guiding a team of Customer Success Managers (CSMs) to enhance customer satisfaction, loyalty, and business expansion by promoting ongoing enhancements across all areas that influence the customer journey.

Key Responsibilities
  • Driving Business Growth and Profitability:
    • Enhance customer value by ensuring effective adoption and use of the product or service.
    • Examine customer insights to uncover opportunities for enhancing the customer journey, collaborating with internal teams to implement necessary changes, and developing presentations and initiatives to promote additional products and services that enrich the client experience.
  • Client Relationship Management:
    • Define clear client retention objectives and create strategies to meet those goals.
    • Collaborate closely with clients during their transition from sales leads to active accounts, focusing on identifying opportunities to strengthen and broaden the client relationship.
    • Establish and nurture robust relationships with clients that often extend beyond specific projects.
    • Respond to customer inquiries and issues in a timely manner.
  • Program Implementation and Upselling:
    • Collaborate with internal and client teams to assist clients in setting up and navigating programs or software.
    • Communicate the value of the product through regular updates and Business Reviews.
    • Encourage the adoption of additional services and products that align with customer needs and the company's brand.
  • Training and Development:
    • Work with cross-functional teams to develop training programs and educational resources.
    • Ensure clients have a thorough understanding of product capabilities and actively engage with them to identify potential areas for product enhancements, such as new features, improvements, or additional support.
  • Team Leadership and Management:
    • Establish goals and objectives for the team.
    • Provide direction, support, and resources to team members.
    • Cultivate a positive work environment focused on accountability, urgency, and continuous progress toward account goals.
    • Assess team members' performance.
  • Compliance:
    • Understand and adhere to all corporate policies, including the Code of Business Conduct and Ethics.
Qualifications
  • Bachelor's degree in business or a related field, or equivalent professional experience.
  • Demonstrated experience managing a high-performing team of Customer Success professionals.
  • Experience leading teams within an enterprise-level managed services framework.
  • Proven track record in setting, monitoring, and adjusting team KPIs with a focus on continuous improvement.
  • Highly motivated, with a strong sense of urgency and energy, dedicated to fostering a committed, goal-oriented team culture.
  • Experience in brand management and enhancing value through customer experience.
  • Excellent communication skills and the ability to build 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 familiarity with the company's products or services.
  • Experience selling to banks, financial institutions, or fintech companies.
Work Environment:
  • Remote work setting.
  • Willingness to travel up to 25% of the time.
Benefits: In exchange for your expertise, we offer opportunities for growth, competitive compensation, performance-based bonuses, and a comprehensive benefits package in a casual, fully remote work environment.

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