Platform Success Manager

1 week ago

Mumbai, Maharashtra, India FICO Full time

As a Platform Success Manager, you will serve as a strategic advisor and trusted partner to enterprise customers leveraging the FICO Platform. Balancing business acumen with technical understanding, you will ensure customers achieve measurable value through effective platform adoption, operational alignment, and ongoing engagement. Your mission is to drive customer success by aligning platform capabilities with strategic goals — ensuring business impact, operational excellence, and leadership in an evolving ecosystem.

This role demands a strong leader who can navigate complex internal dynamics and regional customer relationships , especially where platform adoption intersects with cross-functional teams and local success managers. You will also play a key role in advancing FICO's growth in transaction analytics and AI/ML-powered focused language models , bringing thought leadership and practical execution in these areas.

Key Responsibilities:

Customer Strategy, Leadership & Value Realization

  • Build and maintain strong, trust-based relationships with business stakeholders, product owners, executive sponsors, and internal customer success teams.
  • Navigate internal dynamics and foster collaboration across regions with competing priorities.
  • Conduct strategic planning and regular business reviews to align platform usage with customers' evolving goals.
  • Drive value realization by linking platform capabilities — including AI/ML and transaction analytics — to measurable business outcomes.

Platform Adoption, AI/ML Advocacy & Engagement

  • Lead customer enablement and engagement, maximizing adoption, satisfaction, and self-sufficiency.
  • Promote usage of platform features and AI/ML innovations, leveraging best practices, tailored training, and data-driven insights.
  • Advocate for adoption of focused language models, transaction analytics, and explainable AI use cases relevant to the region.

Operational Alignment, Risk Management & Stakeholder Influence

  • Partner with DevOps, Engineering, and IT to ensure secure, scalable, compliant deployments.
  • Monitor KPIs, usage trends, and platform health with a proactive risk management mindset.
  • Influence internal stakeholders to prioritize regional needs and customer outcomes effectively.

Customer Advocacy, Collaboration & Business Growth

  • Act as a customer advocate within internal teams — product, engineering, and support — especially on AI/ML adoption.
  • Collaborate with Sales and Professional Services to identify expansion opportunities and jointly craft customer growth strategies.
  • Develop success plans that integrate strategic objectives, platform outcomes, and emerging technology adoption.

Qualifications:

  • Experience in customer success, platform consulting, or strategic account management with enterprise SaaS/PaaS platforms.
  • Proven ability to lead through influence and navigate complex internal and customer landscapes.
  • Business acumen and execution experience in regulated, data-driven industries (banking, insurance, telecom).
  • Practical exposure to AI/ML concepts, especially focused language models, transaction analytics, or decisioning systems.
  • Familiarity with cloud-native platforms (AWS, Azure, GCP), APIs, and platform health metrics.
  • Excellent communication, facilitation, and stakeholder management skills.
  • Bachelor's degree in Business, Information Systems, Computer Science, or related fields.

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