Client Service Director at ACI Worldwide

Join Us as We Make Possibilities Happen
 
Every action we take as 1ACI redefines what’s possible. As Innovators, we Envision possibilities. As Developers, we Build possibilities. As Leaders, we Empower possibilities.
At ACI, we’re not just driving payments at the speed of change.
We’re Making Possibilities Happen.
 
Our people are the core of our business. Our 1ACI team represents a globally diverse, passionate and dedicated group of thousands of individuals around the world who share a common commitment to making our customers successful by driving the future of payments. As a Client Services Director in Cape Town, South Africa, you can help make possibilities happen.
 
Summary:
 
The Client Service Director role is accountable for all aspects of the pre-contract/ pre-Sale’s engagement with our customers and prospects across all the ACI solutions.
 
These solutions will include ACI products (Payments/ Fraud prevention) as well as extended functionality and may include third party products or services.
 
The Client Service Director is accountable for delivering all services components of the pre-contract phase, which include pre-sales orchestration for target accounts, revenue forecasting and target account governance.
 
During the implementation, the Client Service Director is accountable for the executive relationship, contract management and customer escalations. The Client Service Director is accountable for managing the services P&L across a defined territory.

Key metrics of success will include customer satisfaction, bookings, and accurate program definition with requirements, scope, schedule and cost.
 
Responsibilities:

•  Travel as required, both domestic and international
•  Knowledge of relationship management, sales process management and requirements gathering
•  Knowledge of process management, project financials and revenue forecasting
•  Proven ability to work collaboratively with other organizations both inside and outside ACI
•  Able to maintain a focus on customer satisfaction and loyalty while balancing internal pressures
•  Proven ability to lead and motivate cross functional teams
•  Anticipate growing and changing program needs and take proactive steps
•  Able to manage a complex and ever-increasing portfolio of projects and products
•  Ability to instill a nimble, flexible and creative culture with an emphasis on customer satisfaction & loyalty
•  Attain/exceed customer satisfaction metrics, customer engagement objectives
•  Ensure continuous collaboration with the relevant organizations in order to deliver a unified customer experience
•  Deliver customer-accepted accurate requirements that drive quality on-time and on-budget projects

Desired Skills and Experience

Requirements:

• 10+ years’ experience in customer facing roles.
• Strong business and negotiation skills.
• Proven experience with account planning and review process including customer experience and relationship management.
• Ideally degree qualifies or alternatively demonstrable experience within a payments organisation.
• PMI Certification or approved equivalent

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