Job Description
Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
About the team:
FIS Relationship Management team supports financial institutions who utilize our financial services platform(s) and its complimentary suite of services. The relationship manager serves to enhance the client's overall service delivery experience streamlining communications, overseeing support, and serving as an enterprise partner to their assigned FIS clients. The Relationship Manager partners with internal FIS resources to meet clients' strategic and operational goals and objectives and helps clients fulfill product needs and service requirements. Relationship Managers serve the client's interest across their entire FIS product consumption profile
What you will be doing:
You will be responsible for supporting a portfolio of clients developing strong working relationships with client contacts and collaborating with FIS resources. You will be a primary point of contact for client contacts and will focus on the overall service delivery and the client experience. You will lead conversations surrounding client expectations to internal stakeholders regarding product needs and dependencies as well as lead regular client strategy meetings. This position will be based out of St. Pete, FL.Duties include, but not limited to the following:

• Conducting Business Reviews to:

• Conduct strategic discussions to understand client's needs, their plans and our capabilities and solutions, as well as their desired service offerings, e.g. contracted but not implemented
• Review performance and quality of current service offerings (including missed SLAs), but avoid ticket reviews, which should be done by client support
• Discuss previously reported client requests, enhancements, and functionality changes, if applicable

• Educating clients on various FIS processes and procedures and assisting with awareness, navigation, and self-help tools
• Working with the client to ensure issues are reported through standard channels (i.e., Client Portal, Client Care).
• Proactively working with the client to maintain information used for standard processes (i.e., after- hour on-call contacts, job-flow changes, etc.).
• Serving as escalation point of contact only after all other escalation channels have not provided the expected results.
• Serve as point of contact for billing issues.
• Ensuring right client contacts are set up to receive the client feedback surveys and doing necessary follow ups.

What you bring:

• Strong portfolio management and organizational skills
• Ability to successfully manage through influence. Manage up and across the organization both internally and with the client organization
• Proficient at managing and coordinating the resolution of client service-related issues
• Assertive and proactive
• Strategic thinker who can present roadmap of potential solutions to business need
• Robust communication skills (written and verbal)
• Good presenter
• Persuasive negotiation skills (setting expectations internally and externally)
• Executive presence
• Negotiation skills to be utilized as a participant in the renewal discussions
• Ability to diffuse escalated situations

What we offer you:

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A broad range of professional education and personal development possibilities - FIS is your final career step!
• A variety of career development tools, resources and opportunities
• The chance to work on some of the most challenging, relevant issues in financial services & technology
• A work environment built on collaboration, flexibility and respect

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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 Online Privacy Notice.
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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