Platform Success Manager

FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential

The Opportunity

“_The Platform Success Manager (PSM) is responsible for bringing FICO’s best practices, innovations, and capabilities to a portfolio of customers, providing FICO Platform expertise coupled with a deep understanding of each customer’s implementation, thus ensuring overall adoption, and driving greater business value, satisfaction, and ROI realization. As a PSM, you will develop long-term relationships with your customers, connecting with key business users and stakeholders, developing an understanding of their business requirements and goals, and how they are using FICO Platform. Leveraging this customer knowledge, and your FICO Platform expertise, you will provide adoption, industry and platform best practices and personalized recommendations to ensure your customers maximize value from their investment in FICO Platform.”_ - Hiring Manager

What You’ll Contribute- 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.

What We’re Seeking- Experience in delivering transaction-based platform consulting to technology clients, effectively leading relationships with key decision-makers and business users.- Proven domain expertise across one or more target industries (banking, insurance, telco) enabling effective client interactions based upon a credible understanding of key industry challenges and opportunities addressed by our platform.- Ability to implement platform performance metrics to monitor ROI and deliver a compelling, data-driven argument for expanded platform use.- Strong professional presentation development and delivery skills.- Outstanding client relationship building skills with a strong emphasis on doing “whatever it takes” to ensure clients are delighted with their experience.- Self-motivated with strong collaboration and teamwork skills aimed at achieving both individual and shared goals.- Bachelor’s degree required, preferably in a business, software engineering, data science or a related technical field of study.- Travel up to 25%.

Our Offer to You- An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.- The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.- Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.- An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.

Why Make a Move to FICO?

At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today - Big Data analytics. You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence,