Customer Success Manager

Powering the world’s payments ecosystem

ACI powers the payments ecosystem – globally, and you power ACI.  You’ll innovate, collaborate, and grow – in an energetic technology culture with decades of proven success.  ACIers – in all roles and levels – are truly your colleagues and many are your friends. Our size and reach allow you to see the global impact of your work. You are visible, your talents are valued, and you are empowered to shape the future of payments.

As a Customer Success Manager in United Kingdom, London, you will join a diverse, passionate team, dedicated to powering the world’s payments ecosystem!

This purpose of this Customer Success Manager is:

The Customer Success Team is at the heart of ACI customer experience.  From initial onboarding to ongoing roll-out, adoption, and expansion, we guide ACI Customers through their payments journey while ensuring they achieve their desired outcomes. We understand our customers' goals as trusted advisors and recommend solutions to the challenges they face. 

A typical day at ACI for a Customer Success Manager is:

• Drive success for ACI customer with fast, simple, and secure payments, from around the world
• Consult customers on their journey to optimize their payments program through adoption/renewal/expansion of ACI solutions
• Communicate/negotiate commercial and (high level) technical interactions to deliver positive outcomes 
• Understand customers' business challenges and industry trends to consult on how ACI can support their objectives
• Serve as a trusted advisor to customers by establishing, maturing, and executing their payment strategies
• Function as a customer's single point of contact with ACI, while coordinating/collaborating within ACI to deliver on customer commitments
• Inform/influence ACI strategy with account level "ground truth" and ideas to better enable our customers' success objectives
• Maintain accuracy of customer data in internal systems (e.g. Salesforce) required to support audit functions 

• Responsible for supporting the growth of revenue for Tier 1 customers that has direct impact on a segment's P&L

• Support execution of account plans in a self-directed manner and within segment strategy

• Build/maintain relationships with decision makers of key accounts, creating brand advocates

• Provide operational support to Senior and Principal CSMs on key Tier 1 accounts e.g run service reviews, service reporting and point of escalation for customers

• Understand and adhere to all corporate policies to include but not limited to the ACI Code of Business Conduct and Ethics.

• Perform other duties as assigned.

Knowledge, Skills and Experience required for the job: 

• Bachelor’s degree in related field or equivalent experience. 

• Proficient level of Payments/Vertical knowledge

• Successfully presents/facilitates discussion with regular key stakeholders

• Consistently delivers positive outcomes

• Solves complex problems and generates ideas to enable customers to succeed and grow their BoB

• Operates well in ambiguous situations

• Influences peers and builds brand advocates

• Proficient communication/ presentation/ negotiation skills

• Self-directed planning & interactions with some direction

• Guided planning and interactions

• Impeccable follow-up and attention to detail
   

Core Capabilities:

We seek colleagues who embody our core capabilities — these shape our culture and enable us to make a meaningful impact together:

• Ensure Accountability: holding self and others accountable to meet commitments.

• Drives Results: consistently achieving results, even under tough circumstances.

• Customer Focus: building strong customer relationships and delivering customer-centric solutions.

• Cultivate Innovation: creating new and better ways for the organization to be successful.

• Collaborates: building partnerships and working collaboratively with others.

• Courage: stepping up to address difficult issues, saying what needs to be said.

Applicants must be currently authorized to work in the UK on a full-time basis. This position does not offer sponsorship for employment visa status or work permit now or in the future.

In return for your expertise, we offer opportunities for growth, career development, and a competitive compensation and benefits package—all within an innovative and collaborative work environment.

Are you ready to help us transform the payments ecosystem? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com

ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally.

Important Notice About Recruitment Scams
Job seekers should be aware of ongoing recruitment scams where individuals or organizations impersonate legitimate companies to offer fake job opportunities. These scams often involve requests for personal information, payments, or interviews through unofficial channels. Please be cautious and verify any communications claiming to be from our company (www.aciworldwide.com / @aciworldwide.com). The ACI Worldwide recruitment team will always follow official channels and will never request payment.

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