Customer Success Manager

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 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 existing 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." - Hiring Manager

What You’ll Contribute

• 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.

• 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.

• 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.

• 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.

• Work collaboratively with the Marketing team to build Customer testimonials and referrals.

• 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.

• Coordinate internally to put together responses to third party risk and security questionnaires.

• Lead and manage the sales to professional services hand-off/knowledge transfers.

• Work with FICO training group and clients to manage training SOWs, course dates, client feedback, and other items.

• Manage escalations throughout the implementation projects.

• Attend weekly leadership/status meetings and monthly steering committee meetings.

• Coordinate with professional services on any client specific requests around schedule and budget what-if scenarios

• Engage FICO product support team and clients to ensure client is aware of all support mechanisms/channels/escalation procedures.

• Manage client upgrade path and schedule providing guidance and support.

What We’re Seeking

• 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.

• Experience of Software as a Service (SaaS), platform-based tools.

• 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.

• Credit Risk background highly desirable.

• Able to instil confidence and seen as a trusted advisor.

• Collaborative team player, with the ability to operate effectively off own initiative when need be.

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 recognized 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