Platform Solution Success Manager

1 week ago

Mumbai, Maharashtra, India FICO Full time

FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 90+ countries make better decisions. Join our world-class team today and fulfill your career potential

The Opportunity

"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 Platform. Leveraging this customer knowledge, and your FICO Platform expertise, you will provide adoption, industry and solution best practices and personalized recommendations to ensure your customers maximize value from their investment in FICO Platform." - VP, Sales Management

What You'll Contribute

  • 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 Platform deployment and a go-to person along with the Platform SSE 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 Platform solutions.
  • Ensure customers employ best practices and their FICO solutions are optimized for maximum value.
  • Ensure any account issues are resolved quickly, leveraging resources from across the company as needed in partnership with the CSM team.
  • 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.
  • 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.

What We're Seeking

  • Relevant experience in a managing adoption and the associated revenue targets in a customer facing services role.
  • Ability to work collaboratively with the SSE, KAM, GTS, Product Management, and CSM team members.
  • Experience working with SaaS technology.
  • Experience working with clients in financial services.
  • Experience working around onboarding, CRM, collections and retail banking use cases.
  • Proven track record of building management and senior management relationships.
  • Willingness and ability to travel 25 – 50%.

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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