Manager of Customer Success

JOB DESCRIPTION

The Manager of Customer Success (CS) leads a team of Customer Success Managers (CSMs), overseeing their efforts to maximize customer satisfaction, retention, and business growth by ensuring continuous improvement across functions that directly impact the customer experience.

Essential Functions And Responsibilities

Sustaining Business Growth and Profitability:

• Maximize customer value by ensuring successful adoption and utilization of the product or service.
• Analyze customer data to identify opportunities for improving the customer experience, work with internal teams to deliver such changes, and create presentations and campaigns to upsell new products and services that can add additional value to the client experience.

Client Relationship Management:

• Establish clear client retention goals and build a path to achieving those objectives.
• Work closely with clients as they transition from sales prospects to active accounts, with a focus on proactively recognizing areas to strengthen and expand the client relationship.
• Build and maintain strong relationships with clients, often lasting beyond individual projects.
• Address customer questions and concerns promptly.

Program Implementation and Upselling:

• Partner with internal and customer teams to assist clients in setting up and navigating programs or software.
• Promote the value of the product through regular communication and Quarterly Business Reviews.
• Upsell additional services and products aligned with customer’s needs and ACI’s brand.

Training and Education:

• Collaborate with cross-functional employees and teams to create training courses and educational materials.
• Ensure that clients achieve a comprehensive understanding of product capabilities and actively engage with clients to better understand potential areas for product improvements such as new features, enhancements, additional training, or increased support.

Leading and Managing a Team:

• Set goals and objectives for the team.
• Provide guidance, support, and resources to team members.
• Foster a positive work environment with a focus on accountability, instilling urgency, and ensuring continuous momentum toward account objectives.
• Evaluate team members’ performance.
• Enforce, understand, and adhere to all corporate policies, including but not limited to the ACI Code of Business Conduct and Ethics.

Qualifications (Education, Experience, Knowledge, Skills, And Abilities)

• Bachelor’s degree in business or similar field or equivalent work experience.
• Proven work experience managing a high-functioning team of experienced Customer Success professionals.
• Experience leading teams within an enterprise-level managed services solutions model.
• Experience in setting, driving, reviewing, and redirecting team KPIs with an emphasis on continuous process improvement. Proven ability to scale processes to align with increasing team size.
• Extremely focused, with a high sense of urgency and energy, with a drive to create a committed, goal-driven team culture.
• Experience working with brand image and promoting value through customer experience.
• Exceptional communication skills and the ability to foster positive business relationships.
• Demonstrated organizational skills.
• Experience managing a diverse group of employees and providing training according to company standards.

Preferred Qualifications (Education, Experience, Competencies)

• Payments experience or proficiency related to ACI’s products or services.
• Experience selling to Banks, Financial Institutions, and/or Fintechs

Work Environment:

• Remote office environment
• Ability to travel 25% of the time

Benefits: In return for your expertise, we offer growth, opportunity, and a competitive compensation, commission, and benefits package in a casual, fully remote work environment. Estimated base salary between 110-150K+ in addition to opportunities to earn performance-based bonuses.

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 #13809

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.