Account Manager Lead, Client Success (CSM)

About the role

Plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.

Responsibilities

• Supports the client by acting as the voice of the customer, identifying product support and development needs and communicating needs internally.
• Acts as a single point of client contact to coordinate resolution of service incidents and escalation of technical issues and escalates issues that pose substantial regulatory or financial impacts to leadership.
• Ensures quality service and operational performance is within the parameters of the client's projects and service delivery standards.
• Ensures accurate and timely forecasting of all revenue and lines, on a monthly and quarterly reporting basis for assigned accounts. Validates monthly billing to the client ensuring accuracy and timely issuance of invoices. Ensures client stays current with no bad debt.
• Accountable for the negotiation and settlement of any direct loss claims or billing disputes for assigned accounts.
• Develops an Account Plan and Contact Plans; Fully understands the client organization and strategy to enable Global Payments to engage and navigate throughout the enterprise. Defines relevan

Additional Information

Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

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Company Intel

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