Dir Customer Success - ACI Worldwide

Job Summary:

As a Director Customer Success focused on helping our customers enhance their success using ACI's RPS product suite, you too can help us drive payments at the speed of change.

Job Responsibilities:

• The Director Customer Success is a role with direct accountability for driving success into long-term relationships of the On-Premise Business Unit, along with ensuring very high retention rates and customer loyalty scores through the Activation of the RPS product suite post sale or renewal.

• The Director has direct responsibility for identifying eligible customers, coordinating assigning resources to lead the pursuit, managing the workshop process, coordinating ACI resources in Product, Account Management, Implementation Services, Post Implementation Services and Marketing to help customers realized the benefits available to them and agree to commence the activation process.

• This responsibility includes developing and implementing the account segmentation strategy, method and metrics for understanding the scope and health of customer relationships, account planning, relationship management and account get-to-green planning when necessary.

• Define and measure effectiveness of customer success by establishing and tracking operational metrics through tools and technology to be identified or developed within ACI.

• Establish regular cadence for review within working team and ensuring communications of metrics to the VP Customer Success and EVP On Premises Business Unit.

• The Director will establish a successful performance-based culture, infusing the appropriate level of process and prioritization to drive team results, while ultimately championing and driving the success of our customers.

• The Director has responsibility to expand revenue from cross-sell and services projects leveraging insights from the activation workshop process.

• The Director has indirect responsibility for continuous improvement across functions that directly impact the customer experience of customers in the On-Premise Business Unit.

• Implement and manage a consistent approach for account planning and relationship management. Ensure these account plans are robust and tested.

• Systematically identify and measure growth and expansion opportunities.

• Lead and Manage the Customer Success Team, ensuring to foster collaboration within the team and across the customer lifecycle.

• Work to inspire customer success across ACI by establishing a customer success story.

• Align with marketing, product development, sales, finance, the Executive Team, and Technology to ensure effectiveness with a focus on customer retention.

• Assist the On-Premise Business Unit and sub-ordinate P&L's in defining the ideal customer.

• Perform other duties as assigned

• Enforce, 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:

• Bachelor's degree in Business or master's or equivalent work experience

• 5+ years' experience in leading customer-facing organizations

• Strong organizational design and analytical 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 and financial intermediaries.

Work Environment:

• Standard work environment

• Majority of time spent on PC (Phys. Req.)

• Travel as necessary.