Job Description

Powering the world’s payments ecosystem

ACI powers the payments ecosystem – globally, and you power ACI. You’ll innovate, collaborate, and grow – in an energetic technology culture with decades of proven success. ACIers – in all roles and levels – are truly your colleagues and many are your friends. Our size and reach allow you to see the global impact of your work. You are visible, your talents are valued, and you are empowered to shape the future of payments.

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 (a Statement of Work) 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. Performance is typically measured by Productive Utilization, (i.e., billable hours for the department) or performance against revenue and expense budgets as well as specific services metrics for project delivery (on time, on budget, customer satisfaction with delivered services). Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Job 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.

Knowledge, Skills and Experience required for the job:

• 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.

Preferred Knowledge, Skills and Experience needed for the job:

• Payments or FinTech experience strongly preferred.

Work Environment:

• Standard work environment
• Majority of time spent on PC (Phys. Req.)

Applicants must be currently authorized to work in the Colombia on a full-time basis. This position does not offer sponsorship for employment visa status or work permit now or in the future.

In return for your expertise, we offer opportunities for growth, career development, and a competitive compensation and benefits package—all within an innovative and collaborative work environment.

Are you ready to help us transform the payments ecosystem? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.comJob ID (Requisition #18904)

ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally.

Important Notice About Recruitment Scams
Job seekers should be aware of ongoing recruitment scams where individuals or organizations impersonate legitimate companies to offer fake job opportunities. These scams often involve requests for personal information, payments, or interviews through unofficial channels. Please be cautious and verify any communications claiming to be from our company (www.aciworldwide.com @aciworldwide.com). The ACI Worldwide recruitment team will always follow official channels and will never request payment.

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ACI Worldwide is a global leader in mission-critical, real-time payments software Our proven, secure and scalable software solutions enable leading corporations, fintechs and financial disruptors to process and manage digital payments, power omni-commerce payments, present and process bill payments, and manage fraud and risk We combine our global footprint with a local presence to drive the real-time digital transformation of payments and commerce.