Customer Success Manager

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! Job Summary Job Description The Opportunity: Reporting directly to the 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 client base. You’ll develop a deep understanding of our clients’ business and their objectives. Working in close collaboration with our Key Account Managers you’ll identify and articulate how our solutions support the achievement of the clients’ strategic business goals. Our CSMs understand the ‘health’ of our customer relationships, ensuring they grow into and remain FICO advocates. What you’ll do: Build trusted client partnerships, proactively driving increased value from their FICO software and identifying opportunities where the FICO Platform can address their challenges Deliver exemplary Client Satisfaction scores and retention rates. Work with the Sales, Pre-Sales and Delivery Teams to facilitate a seamless client on-boarding process, ensuring a smooth ‘go live’ and high levels of client satisfaction. Be responsible for client software license renewals, proactively identifying and prioritising resources, and effort according to perceived risk, potential growth, strategic value, and renewal timeframe in collaboration with the Key Account Manager. Develop and maintain the right engagement model across levels and business areas with the Client, establishing the right internal FICO team to strengthen that engagement. Work collaboratively with the Marketing team to build client testimonials and referrals. Promote the Company’s services (enhancements / upgrades / 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. Collaborate with the appropriate Key Account Managers to ensure Customer Success plan is integral to the overall account plans for our Clients. What we are looking for: 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. The ability to understand client’s objectives, support and guide their thought process to identify success criteria. Collaborate with sales and pre-sales to present a compelling value-based solution. 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. Able to instill confidence and seen as a trusted advisor. Collaborative team player, with the ability to operate effectively off own initiative when need be. An experienced Customer Success Manager with direct experience with B2B SaaS products, solutions, and ecosystems. Experience in the fraud detection and prevention domain and banking preferable. Our Offer to You: Flexible working practices, a lucrative base salary and commission package, enhanced family leave policies, private medical insurance for you and your immediate family, pension, life insurance, income protection. A culture and work environment strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others. 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: 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. Anti-Money Laundering — our solutions check more than half a billion transactions a day to prevent criminal schemes such as terrorist financing 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 values the benefit that diversity and a culture of inclusion bring to our workplace. We are an equal employment opportunity and affirmative action employer and we’re proud to offer employment and advancement opportunities to all applicants without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.