Specialist Account Manager Lead

FIS; 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

Specialist Account Manager Lead

Location: AUS SYDN 55

Time Type: Full time

Job Description

The future of money is being built right now. At FIS, we help the world’s businesses, banks and communities move, manage and grow money with confidence. Join a team that values fresh thinking, works together to solve complex challenges, and creates technology that powers everyday life.

About the Role

As an Account Manager Lead, Client Success (CSM), you will build and strengthen strategic relationships with key clients across the payments and banking ecosystem. You will serve as a trusted advisor to senior client stakeholders, driving adoption, retention, and growth of FIS solutions, while acting as a senior client advocate within FIS ensuring exceptional service delivery. This role combines client relationship management, commercial growth, issue resolution, and strategic account leadership to maximize client outcomes and long-term business value. Success is measured through client satisfaction, revenue growth, contract retention, product utilization, and operational excellence.

What You Will Be Doing

• Own strategic relationships with key clients regarding their payment portfolios, acting as the payment portfolio specialist and trusted adviser to senior stakeholders on business priorities, service performance and growth opportunities.

• Develop and execute account strategies that increase client value, product adoption, retention and long-term partnership outcomes.

• Drive renewals, cross-sell, upsell and expansion opportunities, supporting commercial negotiations that align client and business objectives.

• Analyse client performance, service metrics, market trends and business objectives to deliver actionable recommendations across payment processing, issuing, acquiring, switching, transaction banking, cards and merchant payment solutions.

• Lead complex client escalations and proactively manage emerging risks by coordinating timely, effective responses across internal teams.

• Mobilise product, operations, technology and delivery teams to align solutions with client needs and deliver agreed outcomes.

• Drive continuous improvement in client engagement, communication, service quality and operational effectiveness.

• Coach and mentor team members, sharing expertise and promoting a culture of client-centricity and continuous improvement.

Required Qualifications

• Demonstrated experience in client success, account management or strategic customer engagement, with a proven ability to build credibility and influence senior client executives and key decision-makers.

• Strong knowledge of payments and banking ecosystems, including card services, transaction processing, issuing, acquiring, switching and merchant payment solutions.

• Experience managing complex client escalations and delivering successful outcomes in high-pressure environments through effective cross-functional collaboration.

• Strong commercial acumen, with experience driving renewals, account growth, cross-sell and upsell opportunities.

• Advanced analytical and problem-solving skills, with the ability to translate data into strategic recommendations and client-focused solutions.

• Excellent stakeholder management, communication, negotiation and presentation skills, with the ability to manage large-scale client portfolios, strategic initiatives and competing priorities with a high degree of autonomy.

• Experience working with or managing delivery operations and client services teams.

Preferred Qualifications

• Experience across financial institutions, payment service providers, fintech organisations, card networks or merchant acquiring businesses, with knowledge of real-time, digital and transaction banking ecosystems.

• Familiarity with scheme and regulatory requirements, service management, customer success and account planning frameworks, supported by experience using client analytics, business intelligence and performance reporting tools.

• Relevant professional certification in relationship management, project management, customer success, ITIL, service management or a payments-related discipline.

Added bonus if you have:

Bring your ideas. Build your future. At FIS, you'll find the support, resources and opportunities to develop your career while helping shape the future of financial technology.

We offer:

• Internal career growth opportunities

• Opportunities to innovate in fintech

• Inclusive and diverse team atmosphere

• Professional and personal development

• Resources to contribute to your community

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Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.