Job summary Reviews and monitors the development and implementation of detailed IT solutions for clients using company products, outsourced solutions or proprietary tools/techniques. Responsible for identifying and defining the client needs/requirements, developing a proposal to meet those needs as well as overseeing the implementation of a project, Professional Services Engagement or Premium Customer Support Agreement from beginning to end, thereby assuring a successful client experience Performs in both a people management role and a technical leadership capacity. Qualifications - Payment Industry experience is required - Bachelor's degree and/or equivalent work experience. - 4+ years in a software implementation and or customer services and support environment resource. Management experience required. - Management of revenue and expense budgets. - Working knowledge of SalesForce, Clarity and Oracle. Responsibilities - Responsible for working closely with Program and Project Management in addressing client issues and problems with projects, contracts, or other business related items in a timely manner to solve issues. - Lead services team personnel in accordance with organizational and company goals and objectives. - Engage, develop and manage talent to maximize team efficiency and support individual growth and development. Providing regular feedback, conducting individual development plans, performance appraisals, and providing mentoring to team and less experienced personnel as necessary - Support the sales team in developing estimates and supporting the solution scope process and development of the statement of work (SOW), administering and delivering professional services and Premium Customer Support (PCS) contracts with client/customer and internal management as required, including review and approval of professional service and PCS bids prior to release by sales. - Working closely with Program Managers, empowered to drive our customer implementations, upgrades, product customizations, project management, and technical support to successful completion while assuring customer satisfaction with the goal of maximizing the efficient use of direct and cross-organizational company resources. - Ensure compliance with industry standard and ACI best practices for delivering professional services and Premium Customer Support. This includes adoption and adherence to ACI project methodologies and project management best practices in performance of projects to provide consistent repeatable quality service delivery, including all cross-organizational product and development methodologies. - Partner with other cross organizational functions ensuring that all implementation services operations are aligned with company objectives and customer needs. - Facilitate and manage client/customer relationships, and act as senior level customer escalation contact to maximize professional services project profitability balancing company and customer needs professionally while supporting and championing team and customer satisfaction for each project. - Escalate and manage assistance for client/customer to bring installation issues to a closure and ensure that the issues are resolved in a timely manner. - Increase client/customer understanding of ACI solutions to meet payment processing needs and use of ACI products to solve business problems in company targeted vertical markets bringing in subject matter experts as required. - Manage ACI professional services project and administrative time management and reporting for all project teams on an accurate, complete and timely basis, including adherence to client/customer contract stipulations and ensure high customer/client project utilization for the team. - Manage and approve Statements of Work (SOW) in support of the professional services and Premium Customer Support delivery processes. - Drive collaboration and partnership with cross-functional teams in the delivery of project services (implementations, upgrades and migrations). - Perform other duties as assigned - Understand and adhere to all corporate policies to include but not limited to the ACI Code of Business Conduct and Ethics. 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