Customer Success Manager

• Manage relationships across various customer teams, brands, and/or departments to further strengthen FICO’s partnership.
• Engage regularly with customers via strategic business and account reviews to evaluate needs and strategic direction.
• Be an expert on the customer’s FICO Platform deployment and the go-to person for their strategic business direction.
• Identify and grow opportunities within your customer base and collaborate with the sales teams to ensure growth attainment.
• Continually assess, document, and analyze customer progress toward stated goals and results, educating customers on the value they generate using FICO Platform.
• Ensure customers employ best practices and their deployment of FICO Platform is optimized for maximum value.
• Ensure any customer issues are resolved quickly, leveraging resources from across the company as needed.
• Drive insights between product management and the customer with a focus on communicating FICO Platform Roadmap and how the roadmap will benefit customer activities.
• Develop success plans for customers that outline their critical success factors, metrics for success, potential issues and provide recommendations.
• Monitor and facilitate the customer’s adoption of FICO Platform features and functionality and provides the FICO team with an understanding of their overall business needs as they relate to our products.
• Partner with Professional Services to prioritize project delivery and maintain project work-blocks and bug prioritization.
• Facilitate change and empower our customers to self-serve.
• Establish a trusted adviser relationship that works to ensure customer’s overall satisfaction with FICO Platform.
• Serve as an escalation point when needed to facilitate the resolution of unexpected issues, connecting customers with the right resources for assistance, and working with our helpdesk team to provide the appropriate business and technical context to ensure resolution.

Platform Success Manager

Senior Customer Success Management Specialist

Customer Success Specialist

Lead Customer Success Manager