Summary of This RolePlans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients and referral partners. 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 increase client revenue, satisfaction, and profitability. Acts as a 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 clients and referral partners and identify opportunities for expanded support business.
At this time, we are unable to offer visa sponsorship for this position. Candidates must be legally authorized to work for any employer in the United States (or applicable country) on a full-time basis without the need for current or future immigration sponsorship.What Part Will You Play?- Is responsible and accountable for the totality of client relationship as well as referral partner relationship for assigned accounts; all Business Partnerships products and services including Payroll Card, Earned Wage Access, Digital Tips, and Incentive and Disbursement solutions. Ensures the appropriate support and service activities are provided for company products and services for clients of varying sizes. On call 24 hours a day, 7 days a week, and responds appropriately to ensure FIS support groups respond and react accordingly and with empathy to the client impact. Update client business groups as necessary during and after severity one incidents.
- Supports the client and referral partners by acting as the voice of the customer, identifying product support and development needs and communicating needs internally. (Client Management)
- Maintains long-term relationships with clients and referral partners. Ensures understanding of the 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. Identifies new product services based on strategic direction of the client's business. (Client Management)
- 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. (Client Management)
- Ensures quality service and operational performance is within the parameters of the client's projects and service delivery standards. (Client Management)
- Acts as the client advocate in the Client Business Review from a strategic direction based on experience and trends. Aligns client's needs with internal solutions. Ensures the complete setup and preparation for the client review, monthly and/or quarterly and annual Executive reviews, including collecting reporting from other areas, generating certain types of reporting, and understanding the output from that reporting.
- 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.
- Has revenue targets for new and existing accounts as well as strategic growth targets. Is accountable for the profitability of new commercial deals; achieve agreed revenue and margin targets.
- Develops an Account Plan and Contact Plans; Fully understands the client organization and strategy to enable FIS to engage and navigate throughout the enterprise. Defines relevant propositions for each client and qualifies opportunities to ensure high probability of win and successful delivery. Accountable for the profitability of the client; achieve agreed revenue targets. (Client Growth)
- Is accountable for renewal of client contracts and addenda to agreed retention, deal parameters, and financial and commercial points for assigned accounts. Receives support from legal and other key stakeholders for areas outside of the Relationship Management's area of expertise. (Client Growth)
- Manages sales support resources and work with internal stakeholders to create and deliver propositions. (Client Growth)
- Stays abreast of industry trends, regulations and competitive products in order to strategically identify and target sales opportunities. (Client Growth)
- Work to develop initiatives to improve communications, processes and workflow with clients and referral partners and within FIS to create and maintain positive relationships. Deliver reports that provide revenue projection, product penetration rates and sales forecasts for senior executive management. (Client Growth)
What Are We Looking For in This Role?
Minimum Qualifications- Bachelor's Degree
- Relevant Experience or Degree in: Degree in Finance, Marketing, Business, etc.; Combination of relevant training and/ or experience in lieu of degree
- Typically Minimum 8 Years Relevant Exp
- Experience in client facing roles and/or financial industry.
What Are Our Desired Skills and Capabilities?Skills / Knowledge - Having broad expertise or unique knowledge, uses skills to contribute to development of company objectives and principles and to achieve goals in creative and effective ways. Having ownership of a function, account or matrix management responsibilities, uses knowledge to ensure success, strengthen relationships, expand the business, and lead matrix teams on complex projects. Barriers to entry such as technical committee review may exist at this level.
Job Complexity - Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles. Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results. Creates formal networks involving coordination among groups, both internal and external.
Supervision - Acts independently to determine methods and procedures on new or special assignments.
Communication Skills - Oral and written. Ability to develop and conduct presentations.
Collaboration Skills - Collaborate with internal and external audiences to solve problems.
Customer Service Skills - Aligns client needs with internal solutions.
What we offer you:A career at FIS is more than just a job. It's the change to shape the future of fintech. At FIS, we offer you:
- A voice in the future of fintech
- Always-on learning and development
- Collaborative work environment
- Opportunities to give back
- Competitive salary and benefits
