Client Success Manager

FIS. Empowering the Financial World; London; On-site; GBP 40,000 - 80,000; Full time

Job description

Position Type : Full time

Type Of Hire : Experienced (relevant combo of work and education)

Education Desired : Bachelor of Commerce/Business

Travel Percentage : 5 - 10%

At FIS, our technology and our people are moving forward. We advance the way the world pays, banks and invests. We believe in building inclusive, diverse teams. Together, we innovate to help our colleagues, clients and communities succeed. If you’re ready to grow your career and make an impact in fintech, we have one question: Are you FIS?

About the role:

As a Client Relations Account Manager, you will be responsible for ensuring excellent and consistent rapport with FIS clients. You will act as the primary liaison for the service side of the client relationship, including ongoing relationship management, escalations, project oversight and service delivery.

Responsibilities:

• Client Management: Regularly schedule and conduct meetings with clients to discuss their needs, challenges, and opportunities. Establish and maintain an escalation procedure to address and resolve any issues promptly.

• Client Success Plans (CSPs): Develop and maintain detailed Client Success Plans for each client, outlining their goals, success metrics, and action items. Collaborate with clients to define success and elevate planning conversations to drive real business solutions.

• Strategic Planning: Develop and implement strategies to drive client success and service excellence. Collaborate with internal stakeholders to align client management strategies with overall business objectives.

• Operational Efficiency: Drive client-specific root cause and remediation for clients with the service delivery manager. Support and drive self-service channel adoptions.

• Partnerships and Process Improvements: Engage partners for process improvements and warm handoffs, ensuring smooth transitions and collaboration with projects, implementations, and sales opportunities. Re-socialize/emphasize standard escalation management and leverage partnerships to address client needs.

• Proactive Client Care: Ensure proactive and timely routing for new products/services, accurate first invoices, and proactive care for product migrations. Provide regular updates and support to clients during product migrations and other significant changes.

• Risk Management: Identify and mitigate risks related to client engagement and service delivery. Handle escalations and resolve client issues in a timely and effective manner.

Success Criteria:

• Client Retention & Revenue Expansion: Achieve high renewal rates and net new ACV (Annual Contract Value). Complete action plans and convert opportunities to leads.

• Client Growth and Product Usage: Drive product revenue growth and achieve CSP goals. Improve NPS (Net Promoter Score) and complete client health scores.

• Operational Consistency: Revise and review CSPs regularly. Ensure operational consistency and efficiency.

• Colleague Career Development: Complete development plans and improve colleague job satisfaction. Reduce colleague attrition rates.

Qualifications:

• 5-7 years of experience in Client Success, Client Service/Support, or similar roles.

What you will need:

• Extensive relevant existing relationships and exceptional client relationship-building skills.

• Growth mindset with the ability to collaborate across functions to drive optimal client results and product expansion.

• "White glove" service experience.

• C-suite executive-ready written and verbal communication.

• Distinctive ability to identify and predict clients’ business needs.

• Comfortable with analytics and dashboards.

• Deep experience in a specific client segment and extensive knowledge of that segment’s strategic challenges, opportunities, and competitive environment.

• Exemplary understanding of the primary products and services most relevant to their client segment, and significant knowledge of financial and payments technology, including systems, applications, and banking practices.

What we offer you:
At FIS, we are as committed to growing our employees’ careers as our own business. We offer:
• Opportunities to innovate in fintech
• Inclusive and diverse team atmosphere
• Professional and personal development
• Resources to contribute to your community
• Competitive salary and benefits