Solutions Success Manager

2 weeks ago

United Kingdom FICO Full time

The Opportunity

FICO Customer Communication Services (CCS) SaaS solution delivers intelligent, scalable, two-way, automated voice, text, email and mobile push notifications often alongside FICO’s Fraud and Collections & Recoveries solutions or third-party solutions.

The Solution Success Manager (SSM) is responsible for bringing FICO’s best practices, innovations, and capabilities to a portfolio of customers, providing solution expertise coupled with a deep understanding of each customer’s implementation, thus ensuring overall adoption and driving greater business value and satisfaction.

As an SSM, you will develop long-term relationships with your customers, connecting with key business executives and stakeholders, developing an understanding of their business requirements and goals, and how they are using FICO CCS. Leveraging this customer knowledge, and your FICO CCS expertise, you will provide adoption, industry and solution best practices and personalized recommendations to ensure your customers maximize value from their investment in FICO CCS.


What You’ll Do

  • Manage relationships across various customer teams, brands, and/or departments to further strengthen FICO’s partnership
  • Engage regularly with customers via strategic business and account reviews to evaluate needs and strategic direction
  • Be an expert on the customer’s FICO CCS deployment and the go-to person for their strategic business direction
  • Identify and grow opportunities within your customer base and collaborate with the sales teams to ensure growth attainment
  • Continually assess, document, and analyze customer progress toward stated goals and results, educating customers on the value they generate with their FICO CCS solution
  • Ensure customers employ best practices and their FICO solution is optimized for maximum value
  • Ensure any account issues are resolved quickly, leveraging resources from across the company as needed
  • Drive insights between product management and the customer with a focus on communicating the FICO CCS Roadmap and how the roadmap will benefit customer activities
  • Develop success plans for customers that outline their critical success factors, metrics for success, potential issues and provide recommendations
  • Monitor and facilitate the customer’s adoption of our solution features and functionality, and provides the FICO team with an understanding of their overall business needs as they relate to our products
  • Partner with Professional Services to prioritize project delivery and maintain project workblocks
  • Facilitate change through the CCS Portal and empower our customers to self-serve
  • Establish a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products and solutions
  • Serve as an escalation point when needed to facilitate the resolution of unexpected issues, connecting customers with the right resources for assistance, and working with our helpdesk team to provide the appropriate business and technical context to ensure resolution
  • Demonstrate competency in broader FICO product suites


What We’re Seeking

  • Relevant experience in a Customer Success role or a customer facing services roles
  • Experience working with SaaS technology
  • Experience working with clients in financial services or with Telcos or Utilities is an advantage
  • Experience working with clients in Fraud or Collections is an advantage
  • Proven track record of building management and senior management relationships
  • Willingness and ability to travel 20%


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

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