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Customer Success Manager - Sr. Associate Partner

Company

FICO
Address ,
Employment type FULL_TIME
Salary $95,000 - $149,000 a year
Expires 2023-07-14
Posted at 11 months ago
Job Description
FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 90+ countries make better decisions. Join our world-class team today and fulfill your career potential!
The Opportunity
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 customer base. You’ll develop a deep understanding of our customers’ business and their objectives. Working in close collaboration with our Account Management teams, you’ll identify and articulate how our solutions support the achievement of the Customers’ strategic business goals. Our CSM’s understand the ‘health’ of our customer relationships, ensuring they grow into and remain FICO advocates.
What You’ll Contribute
  • Promote the Company’s services (enhancements / updates / new initiatives / maintenance) by leveraging the client relationships you have created and nurtured.
  • 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.
  • 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
  • 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.
  • 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.
  • Collaborate with the appropriate Account Managers to ensure effective account planning and a stable revenue forecast.
  • Identify potential issues and engage the wider business to take timely and effective action to resolve them.
  • Work collaboratively with the Marketing team to build Customer testimonials and referrals.
Pre-Sales Activities
  • Manage all deals in Sales Force
  • Strategize on how to present FICO offerings and gain traction with customers at different levels in the client organization.
  • Review all client facing documents (e.g., presentation decks, ROI justification spreadsheets, marketing collateral, etc) to ensure accuracy and relevance
  • Coordinate and manage RFP responses while working with various internal groups
  • Attend conferences to network and gain additional traction into accounts.
  • Figure out ways to penetrate into the customer account through outbound and inbound marketing
  • Coordinate internally to put together responses to third party risk and security questionnaires
Contract Negotiations
  • Work with clients and FICO Legal/Professional Services/and FP&A teams.
  • Negotiate internally and externally on MSA/Order Forms/and SOWs.
  • Strategize and review content for internal approvals for material deals.
  • Work with CP and PS/Legal to get change orders executed
Project Implementation Activities
  • Coordinate with professional services on any client specific requests around schedule and budget what-if scenarios
  • Manage escalations throughout the implementation projects.
  • Work with FICO training group and clients to manage training SOWs, course dates, client feedback, and other items.
  • Attend Kickoff meetings and build relationships both with FICO and Client project teams and executives.
  • Partner with PS and Client to ensure the kickoff agenda is developed and agreed upon.
  • Attend weekly leadership/status meetings and monthly steering committee meetings.
  • Lead and manage the sales to professional services hand-off/ knowledge transfers.
Pre-/Post Go-Live Activities
  • Help coordinate any Managed Services contract negotiations.
  • Engage FICO product support team and clients to ensure client is aware of all support mechanisms/channels/escalation procedures.
  • Coordinate with Info Sec group in running vulnerability scans on FAC prior to go-live.
  • Work with PS and GTS in Operational Readiness and Runbook creation.
What We’re Seeking
  • Able to instill confidence and seen as a trusted advisor.
  • Experience of Software as a Service (SaaS), platform-based tools.
  • Collaborate with sales and pre-sales to present a compelling value-based solution.
  • The ability to understand client’s objectives, support and guide their thought process to identify success criteria.
  • Bachelor’s degree or equivalent experience gained in a commercial environment.
  • Track record of supporting customer success and aligning within complex customer environments at all levels.
  • Extensive client management experience gained within the software industry.
  • Collaborative team player, with the ability to operate effectively off own initiative when need be.
  • 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.
Our Offer to You
  • The targeted base pay range for this role is: $95,000 to $149,000 with this range reflecting differences in candidate knowledge, skills and experience.
  • Flexible work options, opportunities to give back to your community, social events with colleagues and a comprehensive benefits program inclusive of progressive parental leave.
  • The opportunity to make a difference by leveraging your unique strengths.
  • A culture and work environment strongly reflecting our core values: Act Like an Owner, Delight Our Customers, and Earn the Respect of Others.
  • Highly competitive compensation and rewards.
#LI-BR1
#LI-REMOTE
Why Make a Move to FICO?
At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics. You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, predictive and prescriptive modeling, and much more.
FICO makes a real difference in the way businesses operate worldwide:
  • Anti-Money Laundering — our solutions check more than half a billion transactions a day to prevent criminal schemes such as terrorist financing
  • Credit Scoring — 150+ billion FICO Scores have been sold to date, making it the most used credit score in the world.
  • Fraud Detection and Security — 2.6+ billion payment cards globally are protected by FICO fraud systems.
  • Lending — 3/4 of US mortgages are approved using the FICO Score.
Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We support many of the world’s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success.
Our success is dependent on really talented people – just like you – who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment. We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!
Learn more about how you can fulfill your potential at
www.fico.com/Careers
FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we’re proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they don’t meet all stated qualifications. While our qualifications are clearly related to role success, each candidate’s profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply.