Sr Program Manager (Finance)

Join the Team Making Possibilities Happen

If you've ever used an ATM, paid a bill through your phone, sent money to a friend or shopped online, chances are your transaction was safeguarded and processed using our software. Now it's your turn to serve the payment needs of organizations and people the world over.

Job Summary:

The Sr Customer Program Manager provides a pivotal, long-term, focal point for customers to facilitate a positive and productive long-term relationship between the customer and ACI, based on the 4 pillars below:

• Customer retention
• Customer expansion
• Customer recommendation
• Ease to do business with ACI

Job Responsibilities:

• Customer retention and expansion in partnership with Customer Mission Team (CMT)
• Key in ensuring that we drive long term value-based partnerships with our customers.
• Manage customer relationships and facilitate meetings with customers at tactical and strategic level, in conjunction with CMT.
• Act as liaison between ACI and the customer and serve as a customer advocate, representing the customer within ACI, including customer escalations.
• Shared responsibility for improving customer experience/satisfaction within the assigned customers. Actions plans based on the CX survey response feedback received.
• Initiate and/or co-ordinate activities with customers that improve the customer experience.
• Serve as an integral member of the Customer Mission Team (CMT) for ACI's top tier customers.
• Responsible, along with other key CMT stakeholders and will organize cross-functional activities for ensuring successful and seamless execution of the strategic account plan.
• Support CMT Leader with hosting of the internal CMT checkpoint meetings/calls.
• Responsible for supporting the CMT in understanding the customer's business needs and identifying potential ACI solutions, thereby facilitating additional sales opportunities.
• Will share accountability for driving RFS, bookings and customer experience improvements for assigned customers with the other CMT members.
• Will provide strategic guidance to the CMT and project managers, in some cases acting as agile scrum master for the CMT if appropriate, in ways that promote ACI's culture.

Customer Recommendation

• Facilitate reference calls and meetings by and for assigned customers.

Ease of doing business with ACI

• Responsible for surfacing customer issues that may impact growth and retention and develop mitigation plans that will be utilized across ACI On Premise and beyond.
• Responsible for documenting the customer engagement activities in the relevant ACI systems/ tools.
• Shared responsibility for data integrity of customer data in ACI's systems/tools and enterprise databases.
• Shared responsibility for timely collection of accounts receivables.

Program Management

• Identify best practices from engagements with customers and investigate to what extent these can be rolled out to other CMTs in a programmatic manner.
• Partner with the customers and/or internal partners to build strong cross-functional teams that can work through program challenges as part of the Continuous Improvement Program.
• May become the internal customer for process improvement projects within ACI and act appropriately as a stakeholder in their governance.
• Keeps all program stakeholders and management informed of program progress and communication status.
• Acts as a mentor for Customer Program Managers new to the role.
• Perform other duties as assigned.
• Understand and adhere to all corporate policies to include but not limited to the ACI Code of Business Conduct and Ethics.

Knowledge, Skills and Experience required for the job:

• Bachelor's Degree, or equivalent work experience
• 5+ years customer relationship experience
• Team player
• Excellent communications skills, verbal and written
• Strong interpersonal skills and relationship building
• Highly effective organizational, planning, preparation and execution skills
• May assist junior staff members with aspects of their job
• Manages ambiguity
• Proficient in use of MS Office
• Payments industry knowledge

Preferred Knowledge, Skills and Experience needed for the job:

• Experience managing programs
• Salesforce.com experience a plus
• ACI Solutions knowledge
• Mentoring experience

Work Environment:

• Standard work environment
• Majority of time spent on PC (Phys. Req.)
• Travel required

Benefits: In return for your expertise, we offer growth, opportunity, and a competitive compensation and benefits package in a casual work environment.

Are you ready to help us transform the world of electronic payments? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com Job ID (Requisition #16068)

ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally

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#LI-HybridACI Worldwide is a global leader in mission-critical, real-time payments software . Our proven, secure and scalable software solutions enable leading corporations, fintechs and financial disruptors to process and manage digital payments , power omni-commerce payments , present and process bill payments , and manage fraud and risk . We combine our global footprint with a local presence to drive the real-time digital transformation of payments and commerce.