Director, Client Relations - Brown Deer, United States - FIS Global

Description

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Commerce/Business

Travel Percentage :

10 - 15%

Job Description

We are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you're ready to start learning, growing and making an impact with a career in fintech, we'd like to know:

Are you FIS?

FIS is looking for a Director, Client Success Executive. This is a leadership position which includes significant external client engagement and internal executive engagement, leading a team of 10-12 direct reports.

The ideal candidate will:

• Demonstrate and be able to lead FIS's principles
• Client-Centricity – Ensure clients are at the center of everything we do
• Innovation – Leverage best-in-class set of FinTech assets to make FIS the destination for innovation
• Simplification – Simplify decision-making to accelerate time-to-market
• Understand leadership portfolio at the enterprise level
• Client Success Plans (CSP) – ensure 100% completion of CSP across assigned portfolio
• Guide CSMs to help clients maximize expansion opportunities across their portfolios
• Attend Client Success Reviews once annually per client, more/less frequently as appropriate by segment
• Participate in cross-functional collaboration activities for Future Forward initiatives
• Portfolio C-Sat/NPS improvement of 5+ pts year over year

What you will be doing:

• Leadership role of a team strategically focused and responsible for driving client satisfaction, improving and maintaining excellent client communication, and the overall orchestration and management of the client relationship.

• Responsibility for driving client-centric strategy and relentless pursuit of client excellence across the team and enterprise.

• Managing teams delivering solution support and guidance relating to new products/services and changes to existing products/services.

• Strategic focus on client satisfaction with all relevant metrics including Net Promoter Score, Average Open Ticket Age, OSAT and Ticket Backlog trending and drive change thereafter.

• Commercial mindset and focus on growth to support all necessary growth activities

• Leading colleagues who are the primary liaisons for their named clients; responsibilities include effective oversight of client initiatives, the build and maintenance of client relationships and escalation management.

• Ensuring close collaboration with the global CX leadership team to drive improvement initiatives and priorities.

• Identifying areas where continuous improvement can be applied, oversees the implementation of the change and measures the level of improvement. Prepared to influence other parts of the organization similarly.

• Ensuring the team identifies new business opportunities and coordinates with appropriate sales personnel to yield service and product opportunities.

• Coaching and mentoring team and/or promoting and hiring new members. Actively encouraging career progression and succession.

• Actively driving a tight interlock with other functional groups and the business unit itself. Demonstrating and exemplifying leadership behaviors.

•Regularly participating in both internal and external business reviews to learn about the strategic direction of the client and business as well as provide valuable insight that allows them to learn from us.

What you Bring:

•Bachelor's degree in business, computer science or related discipline or the equivalent combination of education, training, or work experience

• Must possess a client-centric mindset and a willingness and ability to drive change.

• Must demonstrate multiple years of experience within the Financial Services domain, as an individual contributor and leader.

• Possesses a broad and/or deep understanding of the operational cadence of our clients

• Ideally possesses a familiarity with the FIS product and service suite.

• Proven track record in client relationship management and/or the sales of technology products and services.

• Displays strong leadership qualities, decision making abilities and strong business judgment.

• Longstanding relationships with clients and extensive experience managing client contacts for critical accounts
• Exceptional executive-level communication skills, both up and down the chain of command
• Distinctive management skills, including planning, delegation, direction, and coaching
• Significant experience and comfort with analytics, dashboards, and identifying patterns from data
• Well-developed decision-making and problem-solving skills
• Experience performing under pressure and with senior clients (e.g.., C-suite)
• Extensive knowledge of and experience with assigned client segment including CS motion, industry and trends, and commonly held FIS products, as well as typical strategies, objectives, challenges, and opportunities

What we offer you:

• A multifaceted and challenging career with a high degree of responsibility
• A modern work environment, and a collaborative and dedicated group of colleagues who look forward to working together as a team to accomplish our goals
• A competitive salary and a range of benefits designed to support your wellbeing
• The chance to work on some of the most challenging, relevant privacy and data protection issues in financial services and information technology

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $121, $203,900.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

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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