Principal Customer Success Manager

Powering the world’s payments ecosystem

ACI powers the payments ecosystem – globally, and you power ACI. You’ll innovate, collaborate, and grow – in an energetic technology culture with decades of proven success. ACIers – in all roles and levels – are truly your colleagues and many are your friends. Our size and reach allow you to see the global impact of your work. You are visible, your talents are valued, and you are empowered to shape the future of payments.

As a Principal Customer Success Manager in United Kingdom, you will join a diverse, passionate team, dedicated to powering the world’s payments ecosystem!

The Customer Success Team is at the heart of ACI customer experience. From initial onboarding to ongoing roll‑out, adoption, and expansion, we guide ACI Customers through their payments journey while ensuring they achieve their desired outcomes. We understand our customers' goals as a trusted advisor and recommend solutions to the challenges they face.

Drive success for ACI customers with fast, simple, and secure payments, from around the world. Consult customers on their journey to optimize their payments program through adoption/renewal/expansion of ACI solutions. Communicate/negotiate commercial and (high level) technical interactions to deliver positive outcomes. Understand customers' business challenges and industry trends to consult on how ACI can support their objectives. Serve as a trusted advisor to customers establishing, maturing, and executing their payment strategies.

Function as a customer's single point of contact with ACI, while coordinating/collaborating within ACI to deliver on customer commitments. Inform/influence ACI strategy with account level “ground truth” and ideas to better enable our customers’ success objectives. Maintain accuracy of customer data in internal systems (e.g. Salesforce) required to support audit functions.

• Responsible for growing revenue of a large book of business with potentially multiple strategic accounts, direct impact to ACI’s P&L and market reputation
• Recognized as a thought leader in the payments industry and/or segment vertical both internally (within ACI) and externally (in the segment)
• Externally recognized expert level Payments/Vertical knowledge
• Successfully presents to/for industry events/panels
• Creatively solves problems and generates ideas to benefit the ACI corp. strategy
  Creates clarity in ambiguous situations
• Influences market
• Fluent with industry/market leaders and press
• Provides Guidance to industry/market
• Perform other duties as assigned.
• Understand and adhere to all corporate policies to include but not limited to ACI code of ethics and global information security.

• 10+ years’ experience in customer facing roles working with Fortune 100 and/or very large complex strategic clients.
• Strong business and negotiation skills.
• Proven experience with account planning and review process including customer experience and relationship management.
• Experience with recurring revenue business models, commercial and contractual term-based software license agreements, account planning and management process and payments as applicable to banking, commercial and/or financial intermediaries.
• 5+ years vertical industry experience working with clients in commercial banking, retail banking, consumer finance, insurance, healthcare, higher education and/or government.
• 5+ years in payments or payments related field with strong knowledge of payments ecosystems.
• Ability to present and facilitate discussions with payments decision makers and working teams
• Successfully integrated with and proficient presenting to C‑Suite/ Board level
• Successfully presents to/for industry events/panels
• Self‑starter who works well independently and in a team.
• Ability to negotiate complex, high value contracts, including renewals
• Leading strategic meetings
• Resolution of complex scenarios, requiring alignment of internal and external stakeholders
• Solves complex problems and generates ideas to enable customers to succeed…