Customer Success - Sr. Manager

FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential!

The Opportunity

“The mission of the FICO Consumer Scores team is to empower consumers and partners like mortgage professionals with tools and content for understanding and managing credit. FICO Consumer Scores team members support this mission and strategy by helping our team deliver the right products, features and offers for our users.  We are seeking a passionate, proactive, and customer-focused Customer Success Manager to join our growing team to support the successful launch and growth of FICO Score tools and products through our licensed partners.  As a Customer Success Manager, you'll play a critical role in helping our customers successfully integrate our products and achieve their desired business outcomes.” – Vice President, Consumer Empowerment Programs and Partnerships

What you'll contribute

• Serve as the primary point of contact for a portfolio of our products and customers, building strong relationships and advocating for client success.
• Onboard new customers and provide training and guidance to ensure successful product adoption.
• Support our licensed clients in sales, integration and onboarding of our products through their distribution platforms
• Proactively monitor customer health metrics and take action to improve retention and satisfaction.
• Identify longer-term opportunities for new product development, cross-sell of additional services, etc., by understanding customer goals and usage.
• Act as a liaison between customers and internal Consumer Scores teams (e.g., product, engineering, sales) to communicate customer feedback and influence product roadmap decisions.
• Attend industry events and conferences related to the product and customer segments you support.
• Develop and execute success plans, check-ins, and QBRs (Quarterly Business Reviews) with key accounts.
• Contribute to the development of customer resources such as user guides, help articles, video tutorials, and webinars.
• Contribute to the ongoing evolution of the strategy, vision, and goals for the product offering.
• Assist with customer and competitive research.
• Encourage collaborative idea generation, shared ownership, and commitment.

What we're seeking

• Bachelor’s degree or equivalent.
• 5+ years of work experience, including 2+ years of experience in Customer Success, Account Management, or related roles in a SaaS environment.
• Preference for experience within the financial services industry, including banking or mortgage.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Tech-savvy and comfortable navigating and explaining SaaS platforms.
• Demonstrated ability to manage multiple customer relationships and priorities simultaneously.
• Analytical mindset with the ability to interpret customer data and drive strategic decisions.
• Entrepreneurial, collaborative, team-oriented outlook.

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.
• The targeted base pay range for this role is: $97,000 to $152,000 with this range reflecting differences in candidate knowledge, skills and experience.
   

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Why Make a Move to FICO?

At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics.  You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more.

FICO makes a real difference in the way businesses operate worldwide:

•    Credit Scoring — FICO® Scores are used by 90 of the top 100 US lenders.

•    Fraud Detection and Security — 4 billion payment cards globally are protected by FICO fraud systems.

•    Lending — 3/4 of US mortgages are approved using the FICO Score.

Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We help many of the world’s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success. Our success is dependent on really talented people – just like you – who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment. We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career.  Join FICO and help change the way business thinks!

Learn more about how you can fulfil your potential at www.fico.com/Careers

FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we’re proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they don’t meet all stated qualifications. While our qualifications are clearly related to role success, each candidate’s profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply.

Information submitted with your application is subject to the FICO Privacy policy at https://www.fico.com/en/privacy-policy