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FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential!
The Opportunity
"Reporting directly to the regional head of Customer Success, the Customer Success Manager (CSM) plays a pivotal role supporting the post-sale customer lifecycle, developing outstanding customer relationships through the highest levels of on-going support. FICO seeks to maintain a lasting partnership with all our customers. We believe that real success is an ongoing, two-way engagement focused on setting and reaching goals. Working in close collaboration with our Key Account Managers and Solution Success Managers, you’ll understand and articulate how our services support the achievement of the Customers’ strategic business goals and continuously check against the Customer’s benefit and value realization KPI’s. Engaging from project initiation, transition from implementation through to full BAU and ongoing expansion to support our clients drive towards self-sufficiency. Our CSM’s focus on customer experience and are the voice of our clients to ensure our Customers remain FICO Advocates.” – Customer Success, Director
What You Will Contribute
- Nurture and expand relationships with key customer stakeholders to enable clear understanding of customer priorities.
- 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.
- Work closely with cross-functional teams to create strategies for customer success, aligning efforts with the company’s broader goals to grow our direct customer base over the next few years.
- Monitor and drive adoption of FICO services within assigned accounts to ensure value realization is achieved.
- Support the Key Account Managers with customer renewals, in alignment with the account strategy and growth potential.
- Develop and implement the right engagement model across levels and business areas with the Customer, establishing the right internal FICO team to strengthen that engagement.
- Work collaboratively with the Marketing team to build Customer testimonials, referrals and attendance at FICO Events.
- Work closely with the Platform-Solution Success Managers, promote the Company’s services (enhancements / updates / new initiatives / maintenance) by leveraging the client relationships you have created and nurtured.
- Identify potential issues and engage the wider business to take timely and effective action to resolve them.
What We Are Seeking
- Customer-centric with a passion for helping customers succeed and a knack for identifying ways to enhance their experience and maximize value from products.
- Proven experience in account management or Platform/Software as a Service.
- Experience working within strategic complex clients, and stakeholder management from C-Suite down.
- The ability to understand client’s objectives, support and guide their thought process to identify success criteria and operating model.
- Creative thinker with the ability to troubleshoot effectively and quickly with examples of forward-thinking.
- Adaptable and comfortable collaborating across various teams to manage competing priorities.
- Foster a culture of accountability and build cross-functional partnerships to drive success.
- Ability to instill confidence and be seen as a trusted advisor to effectively build and maintain relationships
- Organized and methodical with excellent follow-up to ensure client expectations and deadlines are met.
Our Offer to You
- An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others
- The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences
- Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognised for doing so
- An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.
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, optimization, and much more.
FICO makes a real difference in the way businesses operate worldwide:
- Credit Scoring — FICO® Scores are used by 90 of the top 100 US lenders.
- Fraud Detection and Security — 4 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 help 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 fulfil 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.
Information submitted with your application is subject to the FICO Privacy policy at https://www.fico.com/en/privacy-policy
