Client Success Manager Senior

Job Description

As the world works and lives faster, FIS is leading the way.  Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

Role location: Jacksonville, FL or Milwaukee, WI

Hybrid (three days in-office, two days virtual) 

About the role:

The Client Success Manager is part of the Client Success organization and orchestrates the post-sales experience for clients. Their priority is to use their product expertise to help clients achieve business goals, deliver measurable ROI through product adoption, and realize value from products. CSMs are also responsible for minimizing churn/compression risk and identifying expansion opportunities.

What you will be doing:

• Accountable for driving full post-sale client value and operational excellence, acting as liaison between client and product, support, professional services, and sales teams when required

• Assist in client issue resolution, taking a portfolio-specific lens

• Proactively analyze client health and product usage data, and take necessary actions to mitigate risk, improve product adoption, deliver business value outcomes, and reduce churn

• Develop a deep understanding of clients’ business objectives and collaborate with clients to build a joint success plan with milestones and measurable KPIs to achieve desired outcomes through product adoption

• Build strong relationships with clients, develop success plans, proactively engage across the lifecycle, and enable value realization

• Responsible for driving product adoption of their specific product “major”

• Act as a strategic advisor, bringing forward expansion opportunities and insights to EAM and sellers, and influencing product roadmaps based on client feedback

• Sources and hands off upsell/cross-sell opportunities to sellers

• Participate in the renewal process and articulate the renewal value story to clients

What you bring:

• 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

What we offer you:
At FIS, you can learn, grow and make an impact in your career. Our benefits include:  

• Flexible and creative work environment 

• Diverse and collaborative atmosphere  

• Professional and personal development resources 

• Opportunities to volunteer and support charities 

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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