Job Description

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
"FICO Customer Communication Services (CCS) SaaS solution delivers intelligent, scalable, two-way, automated voice, text, email and mobile push notifications often alongside FICO's Fraud and Collections & Recoveries solutions or third-party solutions.The Solution Success Manager (SSM) is responsible for bringing FICO's best practices, innovations, and capabilities to a portfolio of customers, providing solution expertise coupled with a deep understanding of each customer's implementation, thus ensuring overall adoption and driving greater business value and satisfaction. As an SSM, you will develop long-term relationships with your customers, connecting with key business executives and stakeholders, developing an understanding of their business requirements and goals, and how they are using FICO CCS. Leveraging this customer knowledge, and your FICO CCS expertise, you will provide adoption, industry and solution best practices and personalized recommendations to ensure your customers maximize value from their investment in FICO CCS." - Solution Success, Senior Director
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 CCS 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 with their FICO CCS solution.
• Ensure customers employ best practices and their FICO solution is optimized for maximum value.
• Ensure any account 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 the FICO CCS 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 our solution 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.
• Facilitate change through the CCS Portal and empower our customers to self-serve.
• Establish a trusted adviser relationship that works to ensure customer's overall satisfaction with our products and solutions.
• 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.
• Demonstrate competency in broader FICO product suites.

What We're Seeking

• Relevant experience in a Customer Success role or a customer facing services role.
• Experience working with SaaS technology.
• Experience working with clients in financial services or with Telcos or Utilities is an advantage.
• Experience working with clients in Fraud or Collections is an advantage.
• Proven track record of building management and senior management relationships.
• Native German speaking
• Willingness and ability to travel 25 - 50%.

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.

#LI-CK1
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, machine learning, optimization, and much more.
FICO makes a real difference in the way businesses operate worldwide:

• Credit Scoring -- FICO Scores are used by 90 of the top 100 US lenders.

• Fraud Detection and Security -- 4 billion payment cards globally are protected by FICO fraud systems.

• Lending -- 3/4 of US mortgages are approved using the FICO Score.

Global trends toward digital transformation have created tremendous demand for FICO's solutions, placing us among the world's top 100 software companies by revenue. We help many of the world's largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success. Our success is dependent on really talented people - just like you - who thrive on the collaboration and innovation that's nurtured by a diverse and inclusive environment. We'll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!
Learn more about how you can fulfil your potential at
FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we're proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they don't meet all stated qualifications. While our qualifications are clearly related to role success, each candidate's profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply.
Information submitted with your application is subject to the FICO Privacy policy at

Skills Required