Acts as the primary liaison for high-value clients, ensuring seamless communication, resolution of concerns for their product area, and strategic alignment between FIS and the client
Owns and develops detailed, tailored plans for client success, retention, and expansion opportunities to ensure Client Success Plans are accurate and up to date
Ensures FIS is delivering the stated business objectives and client is achieving desired ROI
Ensures alignment across internal teams by facilitating collaboration and maintaining a united front during client engagements
Leads weekly client check-ins, monthly performance reviews, and partners on strategic discussions including but not limited to product adoption, expansion opportunities, and other commercial endeavors
Collaborates with sales teams to strengthen renewal strategies and identify expansion opportunities
Understands contractual obligations with regard to resources, roles and responsibilities
Is an expert on that client’s impact to FIS financial performance which includes but is not limited to revenue visibility, sales performance, renewal transactions, credits and SLAs
Represents the client’s voice internally, ensuring their needs and concerns are addressed as well as managing various escalations
Understands overall client health to proactively identify risks and opportunities.
Maintain accurate and timely documentation in various systems to support reporting and leadership visibility

5-7 years of experience in Client Success, Client Service/Support, Account Management, or similar roles
Bachelor’s degree; relevant previous experience in financial technology services
Ability to clearly articulate business value (written/verbal) to various stakeholders within clients’ organizations
Knowledge of financial technology industry and products, including market trends, challenges, and opportunities
Strong analytical skills, including experience with Tableau or similar software, and turning data into insights
Strong communication/presentation skills and confidence in all levels of customer engagement/situations
Strong leadership and ability to collaborate with cross-functional teams incl. Sales, Renewals, technical roles

Customer Success Manager, Strategic Accounts

Key skills