Customer Success Manager

Who are we?

Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers’ innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our 30,000 employees around the globe are here to accelerate service providers’ migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $4.3 billion in fiscal 2021. For more information, visit Amdocs at www.amdocs.com

Vindicia is a division of Amdocs Inc. At Vindicia, we offer the industry’s #1 failed payment recovery solution with hundreds of clients across multiple industries. We take the work out of subscriptions and recurring billing, so you can delight your customers, build and retain long-lasting relationships, and maximize recurring revenue and lifetime value. Our payment recovery solution goes far beyond standard authentication tools to automatically resolve up to 50% of declined card transactions. Fueled by two decades of data intelligence and deep payment expertise, we help you launch, scale, engage, delight, and retain your customers. We understand that acquisition is not the end game, and customers are not just rows on your balance sheet. Your customers expect seamless, fresh, and delightful experiences. That’s why we help remove friction and empower you to build and retain long-term customer relationships.

In brief:

The Customer Success Manager will be an individual contributor on named accounts. Success Managers play a key role in building a culture of constant improvement in the world of agility, challenging the customer status quo, and finding ways to inject speed into processes to ensure customer value realization while fostering exceptional long-term relationships with the customer C-level.

The ideal Customer Success Manager will possess both a long-term business /digital consulting background, enterprise knowledge and payment domain background that enables them to drive an engagement at the C-level as well as a short-term execution focus that ensures customer success.

The role will work together with Sales and Solution Engineering teams to engage with customers, starting pre-sales, focusing on risk assessment, developing risk mitigation strategies, and bringing best practices to the customer to set them up for success. The success of this role means higher customer happiness, retention and expansion.

What will your job look like?

Across Pre-Sales, Post-Sales, during Implementation, Post Implementation & go-live:

• Align with account team in pre-sales phase for a new and existing customer to understand business case & value prop, also ensuring post-sales challenges/pitfalls are identified and mitigated.
• Acts as a Trusted Advisor providing strategic guidance and a path to value to Customer Executive Leadership and internal account teams, demonstrating cross-functional collaboration.
• Build a comprehensive success strategy that aligns with the customer initiatives and programs to accelerate speed to value.
• Provide guidance & governance through implementation to ensure timely go live with a plan path to maximizing the customer potential. Delivery experience and change management are highly desired.
• Grow and increase adoption of our strategic customers by increasing business value delivered through Industry Platform products.
• Educate and train customers on our Industry Platform products, business roadmap and services to help accelerate their ability to succeed.
• Establish relationships with key executives and decision-makers and participate in customer’s internal meetings to gain insights for recommending valuable and actionable solutions.
• Influence the mindset of customers by challenging the status quo and constantly delivering innovation to grow our customer’s business.
• Bring expertise and experience to ensure the right governance model to lead a digital change, ensure business value and objectives are created.
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customer's business needs.

All you need is...

• Experienced professional with over 8+ years in digital consulting/business consulting in the financial services industry.
• Able to articulate the importance and value of Governance to Business and IT executives.
• A good understanding of enterprise architecture principles is strongly preferred.
• Strong business acumen who can demonstrate working to the best industry standards and ensure that the Salesforce solution is aligned to the customers' business objectives.
• Proven, successful track record of working with C-suite executives and other business decision-makers and ability to work at customer board level.
• Proven result in taking a lead role in working with global enterprise companies that had the value realization at the front of the business drivers for the transition and implementation.
• Experience applying information technology solutions to complex business challenges.
• Proven, successful track record in helping enterprises transform their organizations, taking a lead role for overall success.
• A confident communicator with an executive presence, able to clearly explain the program to non-technical and technical audiences.
• Innovative problem solver and a digital champion, who can advise the customer on new solutions based on customer roadmap and long-term strategic goals.
• Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
  

Leadership Qualifies:

• PASSION: Passionate about Customer Success
• BEGINNERS MIND: Always learning, approaches each interaction with an open mind, great listener, and hands-on
• URGENCY: Ability to move fast and drive business value and results
• ACCOUNTABLE: lead with accountability, motivated and responsible for our actions and results.
• TRUST: Trust the company’s core values
• ADAPTABLE: Excels in high levels of uncertainty and change

Why you will love this job:

• Work within a very diverse and multi-cultural environment, and a fast growing and dynamic organization!
• Lead projects for market leading software solutions industry.
• Work on international projects, and will be provided with the opportunity to work closely with market leading companies!

Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to encouraging a diverse and inclusive workforce.