Sr Customer Success Manager - ACI Worldwide

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 an indirect responsibility to expand revenue
from cross-selling and up-selling 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, including 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 and
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 of 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 a payments-related field with strong knowledge of payments ecosystems.

Preferred Knowledge, Skills, and Experience needed for the job:

Work Environment:

• Eastern or Central time zones preferred - remote, home-based office setup
• Standard work environment
• Majority of time spent on PC (Phys. Req.)
• Travel as necessary

Are you ready to help us transform the world of electronic payments? To learn more about ACI Worldwide, visit our website at www.aciworldwide.com. JOB ID (Requisition #13444)

ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally.

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