FIS · New York
Sales & Business
About the Role
The Client Success Manager serves as the primary client-facing lead for FIS most strategic accounts. Acting as a strategic partner to clients and a bridge between internal teams and external stakeholders, this role is responsible for advocating for the client internally and representing a unified FIS externally. The CSM drives client satisfaction, solution adoption, and overall value realization. By serving as a strategic partner, the CSM ensures clients realize the full value of their investment, fosters long-term relationships, and aligns FIS solutions with business goals all while supporting the broader mission of client advocacy and partnership.
About the team:
The Client Success Manager is part of the Client Success organization and orchestrates the post-sales experience for clients. Their priority is to use their market and product expertise to help clients achieve business goals, deliver measurable ROI through product adoption, and realize value from our products. CSMs are also responsible for minimizing churn/compression risk and identifying expansion opportunities.
What you will be doing:
Responsible for managing FIS’ largest Capital Markets client across their product portfolios
Client Point of Contact: Acts as the primary liaison for high-value clients, ensuring seamless communication, resolution of concerns for their product area, and strategic alignment between FIS and the client
Strategic Planning: Owns and develops detailed, tailored plans for client success, retention, and expansion opportunities to ensure Client Success Plans are accurate and up to date
Value Realization: Ensures FIS is delivering the stated business objectives and client is achieving desired ROI
Team Coordination: Ensures alignment across internal teams by facilitating collaboration and maintaining a united front during client engagements
Client Engagements: Leads weekly client check-ins, monthly performance reviews, and partners on strategic discussions including but not limited to product adoption, expansion opportunities, and other commercial endeavors
Commercial Partnership: Collaborates with sales teams to strengthen renewal strategies and identify expansion opportunities
Contractual Visibility: Understands contractual obligations with regard to resources, roles and responsibilities
Account Performance: is an expert on that client’s impact to FIS financial performance which includes but is not limited to revenue visibility, sales performance, renewal transactions, credits and SLAs
Client Advocacy: Represent the client’s voice internally, ensuring their needs and concerns are addressed as well as managing various escalations
Client Health Monitoring: Understands overall client health to proactively identify risks and opportunities.
Reporting & Documentation: Maintain accurate and timely documentation in various systems to support reporting and leadership visibility
What you will need:
Effectively bilingual in English and business Japanese
Knowledge and experience with the investment management lifecycle (front, middle, and back office) of different vehicles and asset classes
In-depth knowledge in one or more of the following areas: electronic trading, risk and compliance, securities finance, derivatives trading and processing, bank loans and CLOs, private equity, portfolio accounting, data management (pricing, corporate action, proxy voting) and reconciliation
Experience in Client Success, Client Service/Support, Account Management, or similar roles
Ability to clearly articulate business value to various stakeholders within clients’ organizations
Knowledge of financial technology industry and products, including market trends, challenges, and opportunities
Strong analytical skills, including experience with Tableau or similar software, and turning data into insights
Strong communication/presentation skills and confidence in all levels of customer engagement/situations
Strong leadership and ability to collaborate with cross-functional teams incl. Sales, Renewals, technical roles
What we offer you:
At FIS, you can learn, grow and make an impact in your career. Our benefits include:
Flexible and creative work environment
Diverse and collaborative atmosphere
Professional and personal development resources
Opportunities to volunteer and support charities
Competitive salary and benefits
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Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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