Sr Customer Success Manager

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 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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