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Job Description

GENERAL DUTIES & RESPONSIBILITIES
* 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.
* Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship and retention activities.
* Acts as the primary liaison for the service side of the client relationship including escalation, effective oversight of client project and implementations, execution of account plan activities, building of relationships with client contacts and management and coordination of the client loyalty process.
* Works to maintain and grow the client relationship while ensuring ongoing customer service.
* Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new FIS products or services.
* Responsibility for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities.
* Keeps abreast of new products/services and changes to existing products/services.
* Maintains comprehensive knowledge of applicable products, services and company policies and procedures.
* May participate in business reviews to learn about clients' strategic direction as well as gain a good understanding of the products and/or services FIS is offering.
* Manages 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.
* Participates in client loyalty process by participating in follow-up discussions and developing action plans to address any negative comments.
* Manages and communicates expectations internally and externally.
* Monitors monthly service level/availability management reports to identify possible trends in service level agreement (SLA) "misses" and contacts appropriate product area if "misses" fall within guidelines of a contractual penalty.
* May monitor ticket queues, ticket volume, and other metrics. Analyzes results and analyzes trends. Ensures the volume of work produced meets product/service standards and exceeds quality standards.
* Ensures representatives are properly trained when new products are released or products are upgraded
* Selects, develops and evaluates personnel to ensure the efficient operation of the function.
* May work at an FIS or a client location.
* Travel required.
* Other related duties assigned as needed.

EDUCATION REQUIREMENTS
Bachelor's degree in business, computer science or related discipline or the equivalent combination of education, training, or work experience

GENERAL KNOWLEDGE, SKILLS & ABILITIES
* Communicates ideas both verbally and in written form in a clear, concise and professional manner
* Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
* 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 background with strong financial industry 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
* 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
* Broad knowledge of FIS products and related services; in-depth knowledge of products and services for which team(s) provide support
* Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skills
* Demonstrated customer-focused leadership ability
* Ability to work both independently and in a team environment

FIS JOB LEVEL DESCRIPTION
Senior management role. Excellent knowledge of the field with strong leadership skills. Involved in developing, modifying and executing policies that affect immediate client operations and may have a broader impact to the business unit or division. Implements strategic policies when selecting methods, techniques and evaluation criteria to obtain results. Responsible for managing relationships and teams across multiple product lines. Serves as an escalation point for client issues. 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. Regularly interacts with senior management or executive levels within the enterprise and/or client organizations. Manages teams who deliver services to one or more strategic clients. Has wide latitude for decision making. Typically requires at least ten years of client management, related service delivery or sales experience with five or more years of leadership responsibility.

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Vaccination Requirements

Notice to all US applicants: All employees must be fully vaccinated against COVID-19. Individuals with a disability (including a medical condition) or sincerely held religious beliefs or practices that prevent them from getting the vaccine may request an exemption from the vaccine requirement.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the .

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. 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.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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