Platform Success-partner
4 weeks ago
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 As a Platform Success Manager, you will serve as a strategic advisor and trusted partner to enterprise customers leveraging the FICO Platform.
Balancing business acumen with technical understanding, you will ensure customers achieve measurable value through effective platform adoption, operational alignment, and ongoing engagement.
Your mission is to drive customer success by aligning platform capabilities with strategic goals, ensuring both business impact and operational excellence.
What You\'ll Contribute Customer Strategy & Value Realization: Build and maintain strong, trust-based relationships with business stakeholders, product owners, and executive sponsors.
Conduct strategic planning and regular business reviews to align platform usage with customers\' evolving goals.
Drive value realization by linking platform capabilities to business outcomes across industries like banking, insurance, and telecom.
Platform Adoption, AI ML Advocacy & Engagement: Lead enablement and ongoing engagement efforts to maximize customer adoption and satisfaction.
Promote usage of platform features and AI ML innovations through best practices, tailored training, and data-driven recommendations.
Facilitate change management and empower customers to become self-sufficient users of the platform.
Operational Alignment & Risk Management: Partner with technical teams (Dev Ops, Engineering, IT) to ensure secure, scalable, and compliant platform deployments.
Monitor KPIs, usage patterns, and service health to proactively identify risks or optimization opportunities.
Support incident response and ensure timely communication, transparency, and continuous improvement.
Customer Advocacy & Collaboration: Act as the voice of the customer across internal teams, influencing product direction and support priorities based on field insights.
Work closely with Sales and Professional Services to identify expansion opportunities and align on customer growth strategies.
Develop and maintain success plans that integrate functional outcomes, platform performance metrics, and strategic objectives.
What We\'re Seeking Experience in customer success, platform consulting, or strategic
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