Account Manager Lead, Client Success (CSM)

Are you curious, motivated, and forward‑thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the role

Plans and oversees enterprise‑level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.

Responsibilities

• Accountable for the totality of client relations for assigned accounts across all Global Payments products and services, including TMS, VAPs and Core on all platforms.
• Provide appropriate support and service activities for all product lines and respond 24/7 to coordinate with support groups to resolve incidents with empathy and timely communication.
• Update client groups during and after severity‑one incidents, carry a cell phone and travel to client sites as needed.
• Act as the voice of the customer, identifying product support and development needs and communicating them internally.
• Maintain long‑term relationships, understand product installations, identify service needs and plan proactive delivery to reduce downtime and support costs.
• Identify new product services and cross‑sell opportunities, align with the strategic direction of the client’s business, and create business cases for executive approval.
• Escalate technical issues with regulatory or financial impacts to leadership and ensure service delivery meets client project and standard requirements.
• Advocate for the client in business reviews, manage setup and preparation of review meetings, collect and generate required reporting, and implement actions from balanced scorecards and global surveys.
• Forecast revenue accurately, validate billing, ensure timely issuance of invoices, keep clients current, and resolve billing disputes or settlements for assigned accounts.
• Meet revenue targets for new and existing accounts, identify and close cross‑sell opportunities with partner products, and track performance.
• Develop and maintain an account plan and contact plan, ensuring renewal of contracts and addenda with agreed retention and financial terms.
• Manage sales support resources and collaborate with stakeholders to create and deliver propositions.
• Stay abreast of industry trends, regulations and competitive products to strategically identify and target sales opportunities.
• Drive initiatives to improve communication, processes and workflow with clients and within Global Payments, creating and maintaining positive relationships.
• Deliver revenue projections, product penetration rates and sales forecasts to senior executive management.

Qualifications

• Minimum 8 years of client‑facing experience in the financial industry.
• Degree in Finance, Marketing, Business or equivalent training/experience.
• Proven ownership of a function, account or matrix‑management responsibilities.
• Strong analytical skills to evaluate complex situations or data, exercising independent judgment and evaluating intangibles.
• Excellent oral and written communication skills, with the ability to develop and conduct presentations.
• Collaboration skills to solve problems with internal and external audiences.
• Customer service orientation, aligning client needs with internal solutions.

Benefits

• Multifaceted role with high responsibility and broad growth opportunities.
• Modern, international work environment with a dedicated and motivated team.
• Wide range of professional education and personal development possibilities.
• Competitive salary and benefits package.
• Career development tools, resources and opportunities.
• Chance to work on some of the most challenging and relevant issues in financial services and technology.