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Job Family : Account Management
Reporting To : Account Manager / Regional Director, Client Relations
Job Summary : The Account Manager works under general direction and is responsible for all activities associated with assigned customer account in order to maximize revenue and profitability, while maintaining a high level of customer satisfaction.
Job Duties and Responsibilities
I. Consults and advises software client management to insure satisfaction with FIS’ services and products.
A. Contacts clients’ management regularly through meetings, phone calls and correspondences to obtain information regarding business plan, objectives, organizational structure and concerns.
B. Assesses effectiveness of existing operations in meeting their short and long term goals through review of clients’ feedback, annual report, request for proposal and other sources of information.
C. Identifies problems, weaknesses, or obstacles in organizational structure, policies, and/or business operations preventing implementation of clients’ objectives and develops plan to correct.
D. Initiates corrective action by discussing issues with relevant client or FIS management, arranges meetings, conferences or other activities as part of problem solving process.
E. Promotes use of software products and services as appropriate for client objectives.
F. Listens and responds to complaints, suggests improvement, requests for changes and related items.
II. Schedules, coordinates, and directs implementation of support services for software client.
A. Conducts orientation session to communicate policies and procedures, conversion process, interface relationship with FIS, and establish basis for client expectations.
B. Advises and assists clients in planning conversion schedules, identifying training needs and appropriate classes, determining necessary staff levels and other resources required for software conversion.
C. Co-ordinates delivery of support and services with other FIS departments.
D. Acts as project consultant during project conversion. Participates in troubleshooting, ensures timely delivery of services, provides additional assistance, etc.
E. Monitors use of software products and services to insure adherence to overall plan and objectives.
F. Develops various publications and plans for conferences (e.g., newsletter, bulletins, ACTION, client letters, etc.) to promote/facilitate client communication.
III. Performs administrative duties relating to contract administration and software accounts.
A. Advises and assists management in the negotiations of contract renewals.
B. Initiates development of contractual amendments, addenda, or nondisclosure agreements.
C. Reviews and maintains client contact(s), correspondences, notes, activities, contracts, issues, etc. to insure compliance to contractual terms and conditions and documentation.
D. Completes and submits necessary documentation to insure accurate and timely billing for products and services.
E. Submits and monitors software enhancement requests and suspected problems for client.
F. Orders and insures delivery of software and documentation for clients.
G. Informs client of FIS’ policies, directions and system changes.
H. Follow up with customers on payment for outstanding invoices so as to keep AR current.
IV. Provides marketing support to software sales.
A. Develops presentation communications and materials
B. Participates in marketing activities such as meals and other entertainment, conference calls with prospective clients and marketing trips.
V. Plans and implements professional self-development for current and future job-requirements.
VI. Performs other duties as assigned.
Knowledge. Skills and Ability *
Knowledge of financial data processing systems, applications, and banking practices
Ability to analyze clients' business needs and determine related data processing requirements
Ability to communicate orally and in writing
Ability to influence clients and participate in their planning and decision making
Ability to satisfy customer needs and concerns and represent company's best interest
Ability to travel extensively
Good technical aptitude
* These general KSAs represent entry level requirements for the job. Job functions for individual positions can vary and more specific or additional KSAs may be added.
Job Entry Requirements
(1) Required Education - College degree or equivalent
(2) Required Experience - Six Protected content of banking or related data processing experience.