Client Services Manager I

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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:
You will 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.

Our Team

Our Team supports approximately 600 clients, and we try to have each CSM support about 38 clients each. We support all the Core Clients.

What you will be doing?

* Demonstrates financial management and revenue achievement of assigned territory through use of appropriate tools to track accounts receivable, calculate service level credits and billing.

* Manages the service component of the client relationship.

* Conducts service value reviews.

* Educates clients on various FIS processes and procedures assisting with awareness, navigation and self-help tools (note: this role is not responsible for opening up requests or being the direct point of contact for support or project related items.

* Conducts regularly scheduled status calls with client to discuss important key service topics, to review projects in client's queue and to discuss available service offerings.

* Acts as an escalation point between client and request desk.

Reviews variance reports and invoices, conducts periodic billing and/or acts as billing team to resolve billing issues and at times functions as a collection agent.
* Monitors monthly service level/availability management reports to identify possible trends in service level agreement (SLA) "misses" and contacts appropriate product area if "misses" fall within guidelines of a contractual penalty.
* In the event of a contractual penalty, calculates and processes service level credits, informs billing team and notifies client on timing of credit receipt.
* Provides oversight on commitment requests including setting up commitment in system, participating in project kickoffs to ensure understanding of project expectations and scope, ensures proper resources are assigned, monitors target dates and ensures billing is accurate and on time.

What you will need:

* 2 Years of Client Service Manager or Client Success Manager experience preferably with Core clients.

* Requires good working knowledge of FIS systems as well as the industries in which FIS competes for business
* 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

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

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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