Dir Services

19109 SPEEDPAY RD; Norcross (GA); On-site; USD 150,000 - 190,000; Full time

Job summary

ACI Worldwide in Norcross, GA is seeking a Director of Services to lead implementation and premium customer support for our payments solutions. You will manage cross-functional delivery teams, ensure projects are on time and within budget, and drive customer satisfaction.

You will build governance models, manage budgets, collaborate with pre-sales, and develop talent across the Client Delivery organization while adhering to ethics and policies.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years managing an implementation team delivering complex custom software solutions into the financial technology industry.
• Demonstrated management and leadership experience including matrix management.
• Proven experience in customer engagement and management.
• Excellent communication skills.
• Management of Revenue and Expense Budgets.
• Payments industry knowledge preferred.
• Demonstrate regular use of AI tools to help improve efficiency, quality and reduce risk.
• Comfortable conversing with customers and internal teams on cloud technology and related topics.

Responsibilities

• End-to-end customer implementation lifecycle; adherence to ACI standards and performance measurements.
• Governance and oversight of delivery, timelines, budgets, and quality.
• Client relationship management with executive stakeholders to ensure success.
• Escalation management to resolve client issues and maintain satisfaction.
• Financial performance management across the portfolio; budgeting and forecasting.
• Lead cross-functional teams and coordinate with program managers and technical staff.
• Increase industry knowledge and apply ACI product knowledge to client needs.
• Identify process improvements and implement best practices.
• Resource allocation and skills management across programs to ensure efficiency.
• Prepare and present status reports to stakeholders.

Skills

Leadership

Client engagement

Communication

Budget management

AI tools usage

Cloud technologies

Education

Bachelor’s degree or equivalent experience

Tools

SalesForce

Jira

Oracle

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.

As a Director of Services in Norcross, GA or Omaha, NE, you will join a diverse, passionate team, dedicated to powering the world’s payments ecosystem!

Job Summary:

Working in the North America team, responsible in the region for implementation of Professional Services Engagements and Premium Customer Support for ACI products & solutions as contracted by customers. Lead solution delivery teams comprised of cross functional resources (i.e. project managers, solution architects, business analysts, technical consultants, custom and quality engineering) through the complete implementation lifecycle, from pre-sales through transition to production support. Performance is measured by the delivery of customer solutions on schedule, within budget, with expected quality and customer satisfaction. Selects, develops, and evaluates personnel to ensure the efficient operation of the services operations and helps in the growth of employee professional development through technical and soft skills training. Will provide governance and oversight and achieve regional and global financial targets. Understand and adhere to all corporate policies to include but not limited to the ACI Code of Business Conduct and Ethics.

Job Responsibilities include:

• Responsible for the end-to-end customer implementation lifecycle; all engagements must adhere to ACI implementation standards and performance measurements. Implement intelligent and efficient use of ACI methodologies and project management best practices to achieve consistent repeatable quality service delivery.
• Governance & Oversight - Establish and maintain a governance model to ensure effective oversight of the end-to-end delivery of your implementation programs or projects, ensuring adherence to timelines, budgets, and quality standards.
• Client Relationship Management - Act as the primary point of contact for client executives, proactively fostering strong relationships and understanding their business needs to ensure program or project success.
• Escalation Management - Address and resolve client escalations promptly, ensuring clear communication and effective solutions within ACI and with the client to maintain satisfaction and keep the program or project on track.
• Financial Performance Management - Manage financial performance across the portfolio by monitoring budgets, forecasting, and driving profitability, ensuring programs and projects align with organizational financial goals.
• Drive collaboration and partnership with cross-function teams – Lead cross-functional ACI teams, providing direction and support to program or project managers, technical staff, and other stakeholders involved in program or project delivery.
• Increase industry knowledge and team relevant industry knowledge and use of ACI products to solve business problems in company targeted vertical markets.
• Process Improvement and Best Practices - Identify areas for process improvement and implement best practices to enhance delivery and client satisfaction.
• Resource Allocation and Skills Management - Optimize resource allocation and skills management across programs and projects to ensure efficiency and effectiveness in delivery.
• Portfolio Reporting - Prepare and present regular project and program status reports to ACI stakeholders, highlighting progress, challenges, and solutions.
• Pre-Sales Collaboration – Collaborate closely with internal stakeholders, particularly the Client Services Director, during the pre-sales process. Provide accurate and timely inputs—such as project estimates and delivery timelines to support the acquisition of new Client Delivery engagements, ensuring alignment with client and ACI needs. Review, manage and approve Statements of Work in support of the professional services and delivery process.
• Team Management & Development - Build a high-performing team through effective line management of staff within ACI’s Client Delivery organization. Set clear objectives, conduct performance evaluations, and provide regular feedback to foster a performance culture that promotes accountability and continuous improvement. Implement skills profiling to identify development needs and facilitate targeted training programs, equipping the team to excel.

Knowledge, Skills and Experience required for the job:

• Bachelor’s degree or equivalent experience.
• 5+ years managing an implementation team delivering complex custom software solutions into the financial technology industry.
• Demonstrated management and leadership experience including matrix management.
• Proven experience in customer engagement and management.
• Excellent communication skills.
• Management of Revenue and Expense Budgets.
• Payments industry knowledge preferred.
• Demonstrate regular use of AI tools to help improve efficiency, quality and reduce risk
• Comfortable conversing with customers and internal teams on cloud technology and related topics.

Preferred Knowledge, Skills and Experience needed for the job:

• Any knowledge of/relationships with ACI’s customers
• Knowledge of SalesForce, Jira and Oracle systems desirable

Work Environment:

• Standard work environment
• Majority of time spent on PC (Phys. Req.)
• Some customer travel expected

Applicants must be currently authorized to work in the United Stateson 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.com Job ID (Requisition #19745)

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.

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