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.
Responsibilities
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:
Experience focused on Wealth
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
Sourcing Model
#pridepass
Benefits
Health insuranceFlexible schedule
Additional Information
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?
Please note: This is a full-time position with a required hybrid schedule in the posted location.
Current and/or future sponsorships are not available for this role.
Fis · Mke 4900, WI