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 role:
Manage 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 of the client loyalty process.
About the team:
Our team is hardworking and dedicated to excellent customer relations and solving issues as quickly and thoroughly as possible without disrupting the client relationship. We have fun because we LOVE our customers!
What you will be doing?

• Conduct regular status calls with each client based on mutual agreement with client
• This is recommended at least monthly but could be different based on client needs
• Be proactive in reviewing client trends to anticipate potential issues
• Calls should be focused on ensuring client satisfaction and can include recurring service issues, project challenges, and product functionality
• Provide client contacts for annual Relationship Solutions Closed Loop Feedback Survey
• Complete closed loop process as defined
• Review and address quarterly At-Risk client list from Sales, if needed
• Assist and train clients on how to self-serve using all the tools FIS offers to be efficient and successful. Reinforce the value proposition of Client Portal use to clients.
• Advocate and facilitate for clients across all FIS services: Client Care, Active Projects, Mass Enablement, RCAs, Renewals
• Serving as escalation point of contact only after all other escalation channels have not provided the expected results.
• Be aware of renewals coming up in the next 12-18 months and support as requested and as role allows
• Lead client satisfaction and overall experience with FIS by overseeing product and service delivery based on contractual responsibilities
• Provide cadence of communications to keep client up to date on FIS activities
• Work with client and FIS Sales Team to help the client meet their strategic objectives including recommending FIS products to support
• Ensure that regular business reviews are being performed with client in partnership with Account Executive. Account Executive should lead the business review and the Success Manager should be equipped to discuss service delivery including facilitating the gathering of client specific information from the Business Line and ensure appropriate FIS resources engage in client meetings when appropriate.
• Cadence Can be determined with the client
• Ensure interlock/partnership with the client's Account Executive

What you will need:
Bachelor's degree in business or related field or the equivalent combination of education, training, or work experience.• Communicates ideas both verbally and in written form in a clear, concise, and professional manner• Ability to understand and apply concepts• Ability to handle projects commensurate with job expectations• Ability to analyze and solve problems using learned techniques and tools• Requires human relations, negotiation and documentation skills• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally• Flexibility, versatility, dependability
Added bonus if you have:
Requires good working knowledge of FIS systems as well as the industries in which FIS competes for business
What we offer you:
A career at FIS is more than just a job. It's the change to shape the future of fintech. At FIS, we offer you:

• A voice in the future of fintech
• Always-on learning and development
• Collaborative work environment
• Opportunities to give back
• Competitive salary and benefits

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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 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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