Customer Success Manager working with private hospitals to facilitate the adoption of AI - driven health data solutions. Responsible for client engagement and retention strategies across a large user base.
About the role
- Client Success Manager at FIS ensuring client satisfaction and solution adoption. Engaging cross-functionally to deliver tailored solutions and build strong client relationships.
Responsibilities
- Act as a subject matter expert in business-specific domains, leading strategic conversations with senior stakeholders to identify partnership, growth, and expansion opportunities.
- Collaborate cross-functionally with product, sales, and support teams to deliver tailored solutions that drive adoption, satisfaction, and measurable impact.
- Build strong relationships with clients, proactively engage across the lifecycle, and enable value realization
- Develop a deep understanding of clients’ business objectives and collaborate with clients to build a joint success plan with milestones and measurable KPIs to achieve desired outcomes through product adoption
- Proactively analyze client health and product usage data, and take necessary actions to mitigate risk, improve product adoption, deliver business value outcomes, and reduce churn
- Act as a strategic advisor, bringing forward expansion opportunities and insights to sellers, and influencing product roadmaps based on client feedback
- Capture, communicate, and bring forward expansion recommendations from customer insights to sellers
- Act as a liaison between product management and clients; partner with sales & professional services teams
- Participate in the renewal process and articulate the renewal value story to clients
Requirements
- 5-10 years of experience in Client Success/Service, Client Support/Help Desk, Account Management, or similar roles
- 7-10 years of experience in defining/using solutions for Private Equity Markets, Electronic Trading and Investment Banks.
- Clear understanding of features & services (functional & technical) used in Trade Execution, Securities Finance, Portfolio Management, Fund Accounting, Post Trade Settlements, a must
- Knowledge of financial instruments, including Derivatives, Private Assets and Crypto preferred
- Bachelor’s degree; prior experience in financial technology services.
- Ability to clearly articulate business value (written/verbal) to various stakeholders within clients’ organizations
- Knowledge of financial technology industry and products, including market trends, challenges, and opportunities.
- Knowledge of FIS Capital Markets’ products and services strongly preferred.
- Strong analytical skills, including experience with PowerBI or similar software, and turning data into insights
- Strong communication/presentation skills and confidence in all levels of customer engagement/situations.
- Lead and own the relationship
- Strong leadership and ability to collaborate with cross-functional teams incl. Solutions, Development, Sales, Pre-Sales, Renewals, Support, Commercials, etc.
Benefits
- A voice in the future of fintech
- Always-on learning and development
- Collaborative work environment
- Opportunities to give back
- Competitive salary and benefits
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