ACI Worldwide

Join the Team Making Possibilities Happen

If you’ve ever used an ATM, paid a bill through your phone, sent money to a friend or shopped online, chances are your transaction was safeguarded and processed using our software. Now it’s your turn to serve the payment needs of organizations and people the world over.

The Head of Customer Delivery is an executive role with accountability for all aspects of Customer Experience, Professional Services and Delivery. The organization is responsible for ensuring that customers are delighted with ACI’s products and solutions. They provide implementation services, installation support, customized onsite support services, professional technical support, and training to help customers use our software successfully and optimally covering multiple product lines. Responsible for coordination between multiple internal organizations including Product Management, Product Development, Sales, Help24 and Operations. Responsible for developing professional services strategy to align with the company's strategic objectives. Maintains appropriate client relationship connections and unified ACI view for clients. Responsible for defining client needs and developing proposals (Statements of Work) to meet those needs and monitoring project solutions through the Implementation Standards Methodology (ISM). Performance is measured by Productive Utilization, Resource Management and performance against revenue and expense budgets. Selects, develops, and evaluates employees to ensure the efficient operation of the Customer Delivery Operations and supports the growth of employee professional development through technical and soft skills training.

Essential Functions and Responsibilities

• Support Sales team in negotiating, administering, and closing professional services and new business contracts with client/customer and internal management as required, including approval of professional service bids prior to release by Sales. 
• Responsible for on-time and on-budget new client implementations, add-on services and custom development for ACI clients. 
• Ability to manage customer expectations and quickly address customer escalations.
• Collaborate and jointly deliver across multiple technology and product teams.
• Responsible for revenue generation commitments for custom development client work.
• Responsible for Capacity Planning and resource management to meet capacity commitments, budgets, and forecasts. 
• Fully accountable for meeting financial strategic, and operating objectives
• Implement intelligent use of efficient and professional services project methodologies and project management best practices in performance of projects to provide consistent repeatable quality service delivery. 
• Increase industry knowledge and team relevant industry knowledge and use of ACI products to solve business problems in company targeted vertical markets. 
• Review, manage, and approve Statements of Work in support of the professional services and delivery process. 
• Engage, develop, and manage talent to maximize team efficiency and support individual growth and development. 
• Drive collaboration and partnership with cross-functional teams including Sales, Product Development, Product Management, Help24, and AOD Hosted Operations. 
• 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.

Qualifications (Education, Experience, Knowledge, Skills, and Abilities)

• Bachelor’s degree and/or equivalent work experience. 
• Business unit leadership and P&L accountability
• 15+ years in a software implementation and/or software customer services and support environment. 
• Demonstrated management and leadership experience.
• Proven resource management experience/skills (for 500+ staff). 
• Capacity planning and forecasting experience.
• Strong budget management and forecasting experience.
• Strong technical skills and experience.
• Demonstrated ability to lead, recruit, and retain high-end talent focusing on team development, career progression and career progression.

Preferred Qualifications (Education, Experience, Competencies)

• Master’s degree preferred.
• Proven ability to drive and implement change initiatives within a global organization.
• Ability to develop strong relationships at all levels of the organization.
• Able to maintain a focus on customer satisfaction and loyalty while balancing internal strategic initiatives.
• Ability to manage complex portfolio of projects and products.
• Ability to represent the voice of the customer.
• Excellent negotiation and influencing skills.

Competencies

• Leadership
• Collaboration & Teamwork
• Communication
• Negotiation
• Conflict Management
• Decision-making
• Strategic Thinking
• Integrity
• Emotional Intelligence
• Adaptability

Work Environment: 

• Standard work environment 

Physical demands:

• Majority of time spent on PC 

Benefits: In return for your expertise, we offer growth, opportunity, and a competitive compensation and benefits package in a casual work environment. 

Are you ready to help us transform the world of electronic payments? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com Job ID (Requisition #13220)

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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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.