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Sr Customer Success Manager

Offered.ai

Offered.ai

Customer Service, Sales & Business Development
United States
Posted on Tuesday, June 11, 2024

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Job Description

SR CUSTOMER SUCCESS MANAGER:Exempt

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 atwww.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.