Responsible for high-level relationship management for one or more assigned clients that is strategic to the enterprise. Accounts are target clients that have a major strategic impact on the long-term success of the enterprise. Serves as the primary management contact and client liaison with the responsibility for client satisfaction, maintaining client communication, the overall management of the client relationship. Identifies areas where continuous improvement can be applied. Has profit and loss responsibilities.
GENERAL DUTIES & RESPONSIBILITIES
Coordinates among and works within a matrix organization on delivery and operational issues to solve organizational and client objectives
Ensures contract compliance (both from an FIS and customer perspective) focusing on customer satisfaction, while balancing the needs of FIS
Establishes and maintains sound processes to ensure complete and accurate revenue recognition, P&L management, labor reporting/time reporting processes, customer invoicing, including monitoring accounts receivable, re-bills, incremental fees, expense controls, and similar activities
Works closely with delivery organizations to establish SLA measurements, monitoring, tracking, and client reporting processes
Prepares and delivers monthly client operational, RCA, and SLA financial (credits, as applicable) reviews, including negotiating and resolving associated client operational matters
Working with Finance, develops appropriate P&L management strategies including monthly forecasts, annual budgets and long-range financial plans
Works with account leadership to develop and drive portfolio strategies and client satisfaction improvement plans
Working with Legal, Sourcing, delivery teams and account leadership, develops appropriate contract documents (e.g., MSA, NDA, SOW) and supports client contract negotiations
Strategically focused and responsible for client satisfaction, maintaining client communication and the overall management of the client relationship.
Serves as the primary management contact and client liaison during delivery of an outsourced solution, whether it is an IT solution or a business process outsourced solution and regardless of the client’s geographic location. Maintains contact with client at an executive level, focusing on the strategic nature of the relationship. Represents the enterprise to the client and the client to the enterprise.
Works to maintain and grow the client relationship while ensuring ongoing customer service. Leads the sales effort for incremental revenue opportunities and contract renewals. Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new FIS products or services.
Coordinates with the delivery organizations to ensure the delivery of continuous and effective services, and ensures project completion within budget and in accordance with contract requirements.
Manages operational aspects of projects and is responsible for oversight of vendors and subcontractors.
May lead personnel who assist in the management of the client relationship. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
Identifies areas where continuous improvement can be applied, oversees the implementation of the change and measures the level of improvement.
GENERAL KNOWLEDGE, SKILLS & ABILITIES:
Proven knowledge to represent the enterprise‘s entire range of products to the client and of the industry
Proven track record in client relationship management and/or the sales of technology products and services
Financial institution experience or comparable proven sales-marketing-consulting-support a plus
Background with information technology solutions and data processing knowledge
Broad understanding of the financial and strategic aspects of the business, and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client’s business
Excellent negotiation and presentation skills that ensure contract renewals, a track record of product and revenue growth, and high levels of customer satisfaction
Displays strong oral, written, and interpersonal communication skills to effectively manage and/or implement all phases of projects and tasks within the enterprise and with its clients
Exhibits a high degree of initiative and analytical skills to handle and solve complex problems with minimal impact to the enterprise and the client
Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management, and has a thorough internal working knowledge of the enterprise
Demonstrates the ability to lead by example and motivate professional level staff
Displays strong leadership qualities, decision making abilities, and strong business judgment
Possesses strong personnel management skills
A Bachelor’s or Master’s degree in Business, Computer Science, Information Systems or the equivalent combination of education, training, or work experience.
Excellent knowledge of the field with strong leadership skills. Establishes operational objectives and work plans, and delegates assignments to subordinates. Involved in developing, modifying and executing policies that affect immediate client operations and may have a broader impact to the business unit or division. Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives of the enterprise and/or the client’s business. Implements strategic policies when selecting methods, techniques and evaluation criteria to obtain results. Establishes and assures adherence to budgets, schedules, work plans and performance requirements. Regularly interacts with senior management or executive levels within the enterprise and/or client organizations. Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations without damaging the relationship. Authority for hire, fire, performance appraisal, and pay review decisions. Typically manages four to six strategic client relationships with total annual revenue of less than $20 million USD. Typically requires at least ten years of client management or sales experience with two or more years of leadership responsibility. May be assigned to FIS location, or client or other site as needed, and travel is expected up to 30%.
ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
Systems Analysis - IT
FIS Global - 15 months ago