Customer Success Manager @ Fico

"Reporting directly to the regional Senior Director of Customer Success, the Customer Success Manager (CSM) plays a pivotal role supporting the post-sales customer lifecycle, developing outstanding customer relationships through the highest levels of on-going support. Our CSMs are the main interface for all post-sale related inquiries and build relationships with key stakeholders as a trusted advisor. They are responsible for customer retention and the prevention of churn across our existing customer base. Youll develop a deep understanding of our customers business and their objectives. Working in close collaboration with our Account Management teams, youll identify and articulate how our solutions support the achievement of the Customers strategic business goals. Our CSMs understand the health of our customer relationships, ensuring they grow into and remain FICO advocates.

What Youll Contribute

• Drive adoption of FICO solutions within assigned accounts through continuous increase in value leading to renewal and increased potential for new business and value to our clients.
• Work with the Sales, Pre-Sales, and Delivery Teams to facilitate a seamless Customer on-boarding process, ensuring a smooth go live and high levels of customer satisfaction.
• Supporting the Account Manager with customer renewals, proactively identifying and prioritizing resources, and effort according to perceived risk, potential growth, strategic value, and renewal timeframe.
• Develop and maintain the right engagement model across levels and business areas with the Customer, establishing the right internal FICO team to strengthen that engagement.
• Work collaboratively with the Marketing team to build Customer testimonials and referrals.
• Promote the Companys services (enhancements/updates/newinitiatives/maintenance) by leveraging the client relationships you have created and nurtured.
• Identify potential issues and engage the wider business to take timely and effective action to resolve them.
• Coordinate internally to put together responses to third party risk and security questionnaires.
• Lead and manage the sales to professional services hand-off/knowledge transfers.
• Work with FICO training group and clients to manage training SOWs, course dates, client feedback, and other items.
• Manage escalations throughout the implementation projects.
• Attend weekly leadership/status meetings and monthly steering committee meetings.
• Coordinate with professional services on any client specific requests around schedule and budget what-if scenarios
• Engage FICO product support team and clients to ensure client is aware of all support mechanisms/channels/escalation procedures.
• Manage client upgrade path and schedule providing guidance and support.

What Were Seeking

• Bachelors degree or equivalent experience gained in a commercial environment.
• Track record of supporting customer success and aligning within complex customer environments at all levels.
• Experience of Software as a Service (SaaS), platform-based tools.
• Extensive client management experience gained within the software industry.
• The ability to understand clients objectives, support and guide their thought process to identify success criteria.
• Collaborate with sales and pre-sales to present a compelling value-based solution.
• Creative thinker with the ability to troubleshoot effectively and quickly demonstrated by examples of forward-thinking, out of the box solutions and adapt based on highly dynamic environments.
• Credit Risk background highly desirable.
• Able to instil confidence and seen as a trusted advisor.
• Collaborative team player, with the ability to operate effectively off own initiative when need be.