Scores Client Services Manager Business Development & Client Support

FAIR ISAAC-posted about 1 month ago
$98,000 - $154,000/Yr
Full-time • Mid Level
Remote • Wichita, KS
101-250 employees
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“If you're looking for your next opportunity to make a meaningful business impact, bring your client engagement, solution consulting, business development, and presentation skills and expertise to FICO's Scores business. FICO's Scores unit is home to the world's #1 credit bureau score - the FICO® Score - which powers over 10 billion decisions each year, is relied upon by 70,000+ businesses, and is used by rating agencies and secondary market to improve risk assessment and transparency. All of which is a key component of how US consumers measure their credit health.” - Scores Client Services, Vice President

  • Serve as a subject matter expert to our Core Consumer Lending clients (credit unions, regional banks, community banks and finance companies with the mid-tier lending market) in the United States and provide education about FICO® Scores to lenders and industry stakeholders.
  • Manage a large number of clients and projects of mid-sized scope involving significant client interaction.
  • Cultivate and maintain effective working and trusted advisor relationships with a variety of client stakeholders, including C-Level marketing and risk executives, operational management, strategic project managers, senior staff members, data scientists, and operations analysts.
  • Present and facilitate discussions about FICO® Score products in a variety of settings, including client meetings, virtual conferences/webinars, and external in-person events.
  • Meet with clients, provide timely responses to questions, and proactively ask questions to understand needs, requests, and desired outcomes.
  • Provide functional and technical answers to clients around FICO® Score products.
  • Assist in contract negotiations to ensure client needs are met and products are appropriately priced.
  • Communicate relevant information effectively to diverse audiences and translate subject matter terminology into business terms and recommend alternatives to target clients' senior management and project/product managers.
  • Regularly study FICO® Score product information and relevant market/industry information, maintain and review frequently asked questions, and rehearse presentations to ensure always ready to present high-quality trainings.
  • Successfully resolve client support issues, leveraging internal tools and processes as the first step of handling a client issue and formulating new approaches as needed to achieve positive outcomes for FICO and the client.
  • Travel as required, with approximately up to 15- 20% of time spent outside the office in on-site presentations, conferences, and client meetings.
  • May be required to work outside of normal business hours and travel on weekends.
  • Bachelor's degree or requisite experience required; MBA or advanced degree strongly preferred.
  • Multiple years of substantial, relevant industry experience and consumer retail lending and risk management in the areas of auto, bankcard, or unsecured lending and financial services domain knowledge required.
  • Excellent presentation skills, with demonstrated ability to articulate clearly (ability to speak clearly and concisely), to use engaging body language (use of vocal tone, facial expression, body language, and timing to communicate points), and to assess audience (successful evaluation of audience regularly and ability to adapt content to audience receptiveness and characteristics).
  • Ability to memorize specific, detailed information as well as develop a deep knowledge base and integrate this information and knowledge into presentations and client discussions to address complex issues and questions.
  • Ability to effectively listen to clients and understand their business needs and challenges.
  • Excellent customer service, organizational and follow-up skills, successfully managing to an action plan.
  • Demonstrated history of delivering high-quality customer experiences, with frequent requests by customers to help with their issues.
  • Consistently a top performer, evidenced by regular over-achievement of internal targets around customer satisfaction and responsiveness.
  • Attention to detail with sound reasoning and problem-solving skills and logical thinking while also having the ability to see the big picture.
  • Proven experience with juggling multiple tasks/projects simultaneously, working proactively, prioritizing effectively, meeting deadlines, and working with minimum supervision.
  • Demonstrated self-starter with an ability to maintain composure, project a positive and professional image, and work well under pressure.
  • Ability to effectively collaborate within a cross-functional team, including reaching out rather than waiting for an invitation to participate, and regularly brings ideas for process improvement.
  • Acts as a strong contributor to team success.
  • FICO product knowledge is a plus.
  • Preference for direct experience working in two or more of the following roles: portfolio risk management, retail lending, strategy consulting, client sales support and solution development, relationship management, analytic delivery, project management, or program development.
  • Preference for candidates who've worked within the following organizations: regional banks, credit unions, community banks, or personal loan lending organizations.
  • An inclusive culture that strongly reflects 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.
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