Sr Customer Success Manager

Job Description

Join Us as We Make Possibilities Happen

Every action we take as 1ACI redefines what's possible. As Innovators, we Envision possibilities. As Developers, we Build possibilities. As Leaders, we Empower possibilities. At ACI, we're not just driving payments at the speed of change. We're Making Possibilities Happen.

Our people are the core of our business. Our 1ACI team represents a globally diverse, passionate and dedicated group of thousands of individuals around the world who share a common commitment to making our customers successful by driving the future of payments. As a Sr. Customer Success Manager, you can help make possibilities happen.

JOB SUMMARY:

The Sr Customer Success Manager (Sr CSM) is a role with direct accountability for driving success into longterm 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 ACCOUNTABILITIES:

• Understand and Adhere to all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security.
• 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.

MINIMUM JOB REQUIREMENTS:

• 10+ years' experience in customer facing roles
• 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.

Benefits: In return for your expertise, we offer growth, opportunity, and a competitive compensation and benefits package in a casual work environment.

Are you ready to help us transform the world of electronic payments? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com.

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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About Us

ACI Worldwide is a global leader in mission-critical, real-time payments software. Our proven, secure and scalable software solutions enable leading corporations, fintechs and financial disruptors to process and manage digital payments, power omni-commerce payments, present and process bill payments, and manage fraud and risk. We combine our global footprint with a local presence to drive the real-time digital transformation of payments and commerce.