Sr Customer Success Manager - ACI Worldwide
Orlando, FL 32801
About the Job
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
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
Source : ACI Worldwide