Senior Client Relations Account Manager

Summary: The Senior Client Relations Account Manager at FIS is responsible for managing client relationships, ensuring service excellence, and driving client success through strategic planning and operational efficiency. This role involves regular client meetings, developing Client Success Plans, and collaborating with internal stakeholders to align client management strategies with business objectives. The position requires a proactive approach to client care, risk management, and achieving high renewal rates and revenue expansion. The ideal candidate will possess extensive experience in client success and exceptional relationship-building skills.

Key Responsibilities:

• Regularly schedule and conduct meetings with clients to discuss their needs, challenges, and opportunities.
• Establish and maintain an escalation procedure to address and resolve any issues promptly.
• Develop and maintain detailed Client Success Plans for each client, outlining their goals, success metrics, and action items.
• Collaborate with clients to define success and elevate planning conversations to drive real business solutions.
• Develop and implement strategies to drive client success and service excellence.
• Drive client-specific root cause and remediation for clients with the service delivery manager.
• Engage partners for process improvements and warm handoffs, ensuring smooth transitions and collaboration.
• Ensure proactive and timely routing for new products/services and provide regular updates during product migrations.
• Identify and mitigate risks related to client engagement and service delivery.
• Achieve high renewal rates and net new ACV (Annual Contract Value).
• Drive product revenue growth and improve NPS (Net Promoter Score).
• Revise and review Client Success Plans regularly to ensure operational consistency and efficiency.
• Complete development plans and improve colleague job satisfaction.

Key Skills:

• 5-7 years of experience in Client Success, Client Service/Support, or similar roles.
• Extensive relevant existing relationships and exceptional client relationship-building skills.
• Growth mindset with the ability to collaborate across functions.
• "White glove" service experience.
• C-suite executive-ready written and verbal communication.
• Ability to identify and predict clients’ business needs.
• Comfortable with analytics and dashboards.
• Deep experience in a specific client segment and knowledge of strategic challenges.
• Exemplary understanding of relevant products and services in financial and payments technology.

Salary (Rate): undetermined

City: Edinburgh

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: Senior

Industry: IT