Senior Account Manager - Client Success (Payments)

Fidelity Information Services, LLC; Sydney; On-site; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Internal career growth opportunities

Opportunities to innovate in fintech

Inclusive and diverse team atmosphere

Professional and personal development

Resources to contribute to your commun

Job summary

Fidelity Information Services, LLC is seeking an Account Manager Lead, Client Success to build strategic relationships with key clients in the payments and banking ecosystem. You will drive adoption, retention and growth of FIS solutions while serving as a senior client advocate ensuring exceptional service delivery.

The role combines client relationship management, commercial growth, issue resolution and strategic leadership to maximize client outcomes and long-term value.

Qualifications

• Required Qualifications: Demonstrated experience in client success, account management or strategic customer engagement.
• Strong knowledge of payments and banking ecosystems (card services, processing, issuing, acquiring).
• Experience managing complex client escalations and cross-functional collaboration.
• Strong commercial acumen with renewals, growth, cross-sell upsell.
• Advanced analytical and problem-solving skills; translate data into recommendations.
• Excellent stakeholder management, communication, negotiation and presentation skills.

Responsibilities

• Own strategic relationships with key clients and act as trusted adviser to senior stakeholders.
• Develop and execute account strategies to increase client value, adoption and retention.
• Drive renewals, cross-sell, upsell and expansion opportunities with aligned objectives.
• Analyze client performance, service metrics and trends to deliver actionable recommendations.
• Lead complex client escalations and coordinate timely responses across internal teams.
• Mobilise product, operations, technology and delivery teams to meet client needs.
• Drive continuous improvement in client engagement and service quality.
• Coach and mentor team members to promote client-centricity.

Skills

Client success

Account management

Payments knowledge

Escalation management

Commercial acumen

Analytical skills

Stakeholder management

Delivery operations

Job description

Fidelity Information Services, LLC is seeking an Account Manager Lead, Client Success to build strategic relationships with key clients in the payments and banking ecosystem. You will drive adoption, retention and growth of FIS solutions while serving as a senior client advocate ensuring exceptional service delivery.

The role combines client relationship management, commercial growth, issue resolution and strategic leadership to maximize client outcomes and long-term value.