Client Success CSM Team Leader

Job Description

We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS?

About the team:

Join the FIS Automated Finance team as a Client Success CSM Team Leader to help manage a team of professionals involved in managing relationships and service delivery for strategic clients. Our vision for the Automated Finance (EF) team is to enable our customers to easily implement a robust suite of financial solutions into their office of the CFO, so they can satisfy their customer needs, business goals and differentiate themselves from their competitors.   We will provide best-in-class program management and consulting capabilities for our customers. We operate like an incubated startup within FIS, with the full support of the company and a mandate to create a world-class implementation and delivery organization. This is a fast-paced and fun group that believes strongly in putting forth the best in class experience for our customers through robust implementation engagement. You will be a key leader in our Client Success organization. Beyond this you will help shape the culture and work hand in hand engagement, operations, and support peers to provide best in class services and experiences to our customers and users. 

About the role:

We are seeking a dynamic and results-driven Client Success CSM Team Leader to help lead the relationship management and contract renewal process across our comprehensive product portfolio, including Accounts Payable, Accounts Receivable, EIPP, and Revenue Optimization solutions. This role will ensure client retention, revenue stability, and growth by proactively managing renewals, identifying upsell opportunities, and addressing client needs.

What you will be doing:

• Manage the end-to-end client contract renewal process across product lines, ensuring timely and successful renewals.
• Grow and maintain strong client relationships and engagement, serving as a trusted advisor to address client concerns, provide thought leadership, and identify opportunities for account expansion, cross-sell and up-sell.
• Collaborate with sales, operations, and pricing teams to create tailored renewal and revenue strategies that align with client needs and business objectives.
• Proactively assess data and trends to provide insights and recommendations for enhancing client’s business, improving retention and driving growth.
• Mitigate risks by addressing potential churn early and developing strategies to retain at-risk clients.

•Experience collaborating in a matrixed organization with internal partners such as Sales, Professional Services, Implementations, Support, and Product Management.

•Ability to assess client needs and business requirements to document and plan client improvement plans.  

•Ability to identify sales opportunities from existing client base to improve revenue opportunities.

•Collect and present metrics to demonstrate client coverage, client usage of our solutions, retention risk assessments, and contract renewal plan.

•Lead team to prioritize Client Success department objectives.

Qualifications:

• Proven experience in account management, strategic client retention, preferably within payments, SaaS or fintech industries.
• Understanding of accounts payable, accounts receivable, working capital and cash flow optimization, buyer – supplier relationships, EIPP, and revenue optimization solutions.
• Exceptional communication, negotiation, and interpersonal skills.
• Analytical mindset with the ability to use data to drive decisions and strategies.
• Highly organized and detail-oriented, with a proactive approach to managing tasks and timelines.

What you will need:

•Bachelor’s degree in business administration, finance, or the equivalent combination of education, training, or work experience.

•Leadership Skills: Proven ability to lead and inspire cross-functional teams. Strong communication and interpersonal skills.

• Leadership, management, organizational, and team building skills.
• Analytical and problem solving skills.
• Ability to build relationships with C-level management, peers and others.
• Broad knowledge of regulatory requirements, financial institution operations, and risk management.
• Speaks and writes fluently.
• Listening skills and ability to ensure open and candid two-way communication.
• Ability to expresses both facts and opinions clearly and