Job Description
About the role:
The Client Success Manager (CSM) is responsible for driving client satisfaction, solution adoption, and overall success for a specific solution. By serving as a strategic partner, the CSM ensures clients realize the full value of their investment, fostering long-term relationships and aligning solution outcomes with business goals.
The Client Success Manager (CSM) will be the dedicated contact for a strategic FIS client in dealing with FIS on a day-to-day basis with overall responsibility for coordinating the delivery of services, maintaining regularly touch-points with the client’s Relationship Management Organization (RMO) lead, and will serve as an escalation point of contact for service delivery issues following the dispute resolution procedures under the client agreement. This role will be responsible for facilitating decisions, align stakeholders across all of FIS on behalf of the client needs and requirements both for the ordinary day-to-day activities and alignment to the strategic continued development of the relationship.
More details about the role:
This will be a senior level role in the Client Success organization that facilitates executive-level communications, partnering and facing-off with senior client counterparts.
In addition to relationship management responsibilities for the overall relationship, this role will have responsibilities for connecting delivery across Operations, Technology, Product roadmap, and FIS vendors and/or subsidiaries providing services under the client agreement, by understanding the connection between business processes, technology/data jobs, operational procedures, and products/services provided, and partners directly with the FIS Technical Account Manager (TAM).
This role will require to quickly gain intimate knowledge of the client operating model, client procedures, and dynamics of the client and participate base. Deep retirement knowledge of the 401k recordkeeping industry is also highly desired.
This role will require the following:
Ability to navigate across the internal FIS matrix of verticals to effectively tie together the end-to-end focusing on impacts to processing, clients, financial transactions, compliance, and regulatory operating at a senior level empowered to drive change and impact in line with the engagement.
Detailed knowledge of client partnership, contractual agreement, and ability to ensure aligned execution of services is critical.
Accountability to shared success metrics - plan retention, participant growth, sponsor, and participant satisfaction, client satisfaction, and ensuring all SLAs & CPIs are met and/or exceeded.
Organization and facilitation of all Executive Committee meetings including, but not limited to, Risk, Operations & Compliance (ROC), Product & Platforms, and Migrations. Acts as Co-Chair with the client RMO Lead of the Steering Committee, recurring executive connection meetings with client partners, delivery and is accountable at FIS for action items and managing closure from these sessions.
About the team:
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. This CSM is responsible for managing FIS’ largest Capital Markets client across their product portfolios.
What you will be doing:
Act as a subject matter expert in business-specific domains, leading strategic conversations with senior stakeholders to identify partnership, growth, and expansion opportunities.
Collaborate cross-functionally with product, sales, and support teams to deliver tailored solutions that drive adoption, satisfaction, and measurable impact.
Build strong relationships with clients, proactively engage across the lifecycle, and enable value realization
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
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
Act as a strategic advisor, bringing forward expansion opportunities and insights to sellers, and influencing product roadmaps based on client feedback
Capture, communicate, and bring forward expansion recommendations from customer insights to sellers
Act as a liaison between product management and clients; partner with sales & professional services teams
Participate in the renewal process and articulate the renewal value story to clients
What you will need:
7-10 years of experience in Client Success, Client Service/Support, Account Management, or similar roles
In-depth knowledge of the Wealth and Retirement industry, including 401k recordkeeping.
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
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
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here
For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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