Sr Service Delivery Manager

 

Main characteristics

Location

Trenton, New Jersey

Company

ACI Worldwide

Employment type

Full-time

Category

Business and Financial Operations

Industry

Advertising/Public Relations

Job summary

Manage the day to day service delivery and customer relationship consistent with the Services agreement, the customer SLA's, ACI service delivery objectives and overall ACI business strategy. Ongoing focal point for post-sales customer relationship, focusing on customer satisfaction/loyalty, retention, and expansion. Internal expert on customer, with customer's business needs, including customer issues and impacts, plans for future and current projects, ongoing sales activity, ACI operations impacts, and finance and commercial issues, etc., as well as the contractual obligations and use of ACI solutions to optimize the customer relationship and fulfill ACI obligations and customer needs. Tactical and strategic internal customer advocate, focusing on facilitation of service delivery through relationships with the various ACI disciplines directly and indirectly involved in providing customer services. Contribute to AOD business model execution/evolution, including but not limited to creation/revision of processes, procedures, documentation, etc.

Job Responsibilities:

Establish, document and provide new customer training for end-to-end customer support process.

Daily service delivery management functions, including:

Coordination of supporting ACI third party and customer teams as needed for problem resolution, ongoing maintenance and projects.

Oversight of Change Management Process Communication of outage/maintenance requests.

Escalation of Salesforce cases and other issues as needed to ensure SLAs are met and customer needs are appropriately prioritized.

Ensure slotting of needed implementations is in accord with AOD procedure and calendar.

Managing of Service Delivery communications for customers.

Drive, facilitate and attend all major issue resolution calls, and support/attend strategic sales calls or executive reviews concerning designated customers as needed.

Management and oversight of CSM process from pricing request through Demand Management, HLE and delivery of pricing to customer, to ensuring proper project management of the CSM work and delivery.

Working with DR and BC teams, ensure compliance with DR service commitments, related to DR test and ongoing maintenance.

Coordinate customer related operating/service initiatives, including:

Manage and perform day-to-day administration and monitoring tasks associated with customer contracts.

Maintain accuracy of customer data in Salesforce required to support audit functions (FFIEC info, etc.).

Interaction with ACI Sales and Executive team as needed to support customer.

Support ad hoc prospect sales request for RFP information, customer reference information, etc.

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 experience.

5+ years' service delivery or customer support experience in a hosting or SaaS (Software as a Service) environment or with a financial institution or third party processer, including complex customer implementations.

Preferred Knowledge, Skills and Experience needed for the job:

Dynamic and action-oriented self-starter with persistence, persuasiveness and follow-through.

Desire and ability to learn quickly and get the job done in a high-visibility, fast-paced, global, multi-location environment with tight deadlines.

Experience in interacting with management, technical and non-technical audiences and functional teams.

Demonstrated initiative (able to figure out how to get things done with little guidance).

Demonstrated maturity (5+ years) in supporting customers with success in resolving customer issues through networking and initiative.

Possess a keen understanding of the balance between customer advocacy and professional representation of company position.

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

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 #4553)

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-RemoteAbout ACI Worldwide
ACI Worldwide powers digital payments for more than 6,000 organizations around the world. More than 1,000 of the largest financial institutions and intermediaries, as well as thousands of global merchants, rely on ACI to execute $14 trillion each day in payments and securities. In addition, myriad organizations utilize our electronic bill presentment and payment services. Through our comprehensive suite of software solutions delivered on customers' premises, through the public cloud or through ACI'sprivate cloud , we provide real-time,immediate paymentscapabilities and enable the industry's most complete omni-channel payments experience .Join the Team Making Possibilities HappenIf 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.