Platform Success Senior Associate Partner

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 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 while uncovering new opportunities for the platform sales team to expand within the account. As an SSM, you will develop long-term relationships with your customers, connect with key business executives and stakeholders, develop an understanding of their business requirements and goals, and how they are using FICO’s Platform. Leveraging this customer knowledge, and your FICO Platform expertise, you will provide adoption, industry and solution best practices and personalized recommendations to ensure your customers maximize value from their investment in FICO Platform.” – Platform Sales Management-Vice President.

What You’ll Contribute

• 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 Platform deployment and a go-to person along with the Platform SSE (Solution Sales Executive) 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 Platform solutions.
• Ensure customers employ best practices and their FICO solutions are optimized for maximum value.
• Ensure any account issues are resolved quickly, leveraging resources from across the company as needed in partnership with the CSM (Customer Success Management) team. 
• 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 provide 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 work blocks.
• 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.
• Coordinate efforts internally to drive resolution for customer challenges through coordination with multiple internal teams: support, Global Technology Services (GTS), Professional Services (PS), Product Management (PTO) and Sales (KAM/SSE/Pre-Sales).

What We’re Seeking

• Relevant experience in managing adoption and the associated revenue targets in a customer-facing services role.
• Ability to work collaboratively with the SSE, KAM (Key Account Manager), GTS (Global Technology Services), Product Management, and CSM team members.
• Experience working with SaaS technology.
• Experience working with clients in financial services.
• Experience working in onboarding, CRM, collections and retail banking use cases.
• Proven track record of building management and senior management relationships.
• FICO Platform Hands on Knowledge is a HUGE plus.
• Fluent in conversational English, Portuguese and Spanish is a HUGE plus for roles in Mexico and Brazil
• Willingness and ability to travel 25–50%.

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

#LI-FS1

#LI-REMOTE

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