Solutions Success Manager - Customer Communications, SaaS Solutions

The Opportunity
FICO Customer Communication Services (CCS) SaaS solution delivers intelligent, scalable, two-way, automated voice, text, email and mobile push notifications often alongside FICO’s Fraud and Collections & Recoveries solutions or third-party solutions.
The Solution Success Manager (SSM) is responsible for bringing FICO’s best practices, innovations, and capabilities to a portfolio of customers, providing solution expertise coupled with a deep understanding of each customer’s implementation, thus ensuring overall adoption and driving greater business value and satisfaction.
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 CCS. Leveraging this customer knowledge, and your FICO CCS expertise, you will provide adoption, industry and solution best practices and personalized recommendations to ensure your customers maximize value from their investment in FICO CCS.
Experience, qualification, and soft skills, have you got everything required to succeed in this opportunity Find out below.
What You’ll Do
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 CCS deployment and the go-to person 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 CCS solution
Ensure customers employ best practices and their FICO solution is optimized for maximum value
Ensure any account issues are resolved quickly, leveraging resources from across the company as needed
Drive insights between product management and the customer with a focus on communicating the FICO CCS Roadmap and how the roadmap will benefit customer activities
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
Facilitate change through the CCS Portal and empower our customers to self-serve
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
Demonstrate competency in broader FICO product suites
What We’re Seeking
Relevant experience in a Customer Success role or a customer facing services roles
Experience working with SaaS technology
Experience working with clients in financial services or with Telcos or Utilities is an advantage
Experience working with clients in Fraud or Collections is an advantage
Proven track record of building management and senior management relationships
Willingness and ability to travel 20%
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