北京招聘

职位描述：
Opportunity

The opportunity is for a dynamic, talented individual to fill an Technical Account Manager role in a rapidly growing company who is a leader in their market place. China business is growing rapidly and this individual will be key to delivering that growth.

The role will start performing all the aspects of the role described below with a focus on the technical, performance analysis, project and business analysis work until the individual has matured into a domain expert and is demonstrating the skills to perform as fully fledged Technical Account Manager.

Company Background

The CCS product is the world leader in automated contact resolution in the credit and fraud markets. With an extensive blue client base that includes 75% of the top banks in the US, UK and Australia, the opportunity is to join a highly successful team that is seeking to build on an already strong local market position and expand across Asia Pacific.

CCS provides expertise in both the credit and fraud markets together with a SaaS solution that no other competitor currently offers.

Culture

The FICO CCS division has an entrepreneurial spirit across all roles in the business where we value high performing individuals and create an environment in which they are allowed to perform and succeed.

The dynamic nature of the people and the business allows us to keep ahead of the market as we evolve our strategy and business through a period of rapid growth. The compact size of our team suits hands on individuals who can deliver their own outcomes while rolling up their sleeves and assisting the rest of team in whatever is required.

We have a strong focus on delivering to the client a service of the highest quality from professionals who are experts in both the customer’s business and in how our services can deliver benefits to them. CCS focuses not only on delivering benefit to new customers but also working hard with customers to ensure they continually get enhanced and further benefit from the services they already have in place.
Recruitment at all levels must sustain this culture.

It would be imperative for the candidate to understand, fit into and promote this culture.

Company Strategy

Our key differentiators and success factors are:

? Global market leader in credit and fraud automated contact resolution
? Unique SaaS capability
? Large proven, blue chip client base
? Dynamic organisation that can rapidly deliver solutions
? Domain expertise and experience
? Global presence

The strategy around customers is to maximize revenues from our existing accounts for which there are significant opportunities to add value that we have not yet pushed through. Hence, there are opportunities to assist them while at the same time growing our revenues.


The role of the Technical Account Manager

The Technical Account Manager is responsible for:
? Ensuring our daily service is delivered with quality to the customer and that other areas of the CCS business are delivering to the customer
o This includes working global help desk, operations and project delivery teams to ensure the client service is delivered to quality and the day to day customer relationship management of issues
? Working with the customer to optimise the use of our service and ensure global best practice is being adopted
o It is expected that the TAM will work hard to become a subject matter expert in CCS, the CCS system, collections, fraud & customer service within the first 3 months of joining
o This includes fraud prevention strategies, debt collection strategies, customer service strategies including detailed business process knowledge and details of the application capability and performance.
o This knowledge can then be used to enhance the performance of the customer’s existing application and to advise how its use could be spread to other areas or how it could accommodate increased volumes. Much of the analysis includes business process and statistical process performance analysis which is then benchmarked against the global client base to back up conclusions and recommendations.
o Being a domain expert across these areas is key to success in this role and must be rapidly demonstrated by a successful candidate
? Growing revenues by expanding the use of our service with customer
o This includes growing existing usage in addition to looking for new solution areas
? Ensuring projects for new work are smoothly delivered
o This includes owning and documenting the scope of works to be performed together with closely managing the client and CCS project delivery teams
o Onsite support and training of Client project team and key business people
o Preparation of comprehensive business process application specification documentation detailing the business requirements of the application. This will include Application flow and scripting – communication & auto-resolve options and call completion/results. (Visio based).
o TAMs are expected to concurrently manage multiple clients and be involved in multiple concurrent projects
? Daily and weekly detailed performance measurement and analysis to ensure quality performance, tune performance and justify expanded use
o This encompasses detailed statistical analysis of application performance and requires strong statistical analysis skills together with strong excel skills
o Weekly reporting – internally & externally
? Creating and managing to account plans
o This requires the ability to think strategically about how to grow revenue in an account and follow up on the agreed actions to achieve the client and revenue outcomes desired
o Manage multiple concurrent projects & customers across different countries
? Extensive relationship building with client staff at various levels from day to day technical and operational staff to departmental leaders
o This includes both technical expert conversations and also business development
o The TAM is expected to be seen as a trusted advisor to our customers
o This requires strong interpersonal and relationship building skills together with a commercial acumen of how to deal with blue chip customers
o Customer portal & application training
o Monthly client billing

Travel

The TAM will be expected to travel to meet with the clients on a regular basis. This will normally involve short trips or day trips to have brief meetings. Face to face time with clients is seen as key to building strong relationships. 50% travel could be required.

Attributes and experience for the role

- Smart, dynamic, strong personality who can quickly build rapport
- Computing science degree or equivalent
- Strong statistical analysis skills including strong excel skills
- Strong business analyst experience including strong documentation skills
- Proven ability to capture business requirements and express in forms that both business and IT user can interpret the scope
- Good experience of driving or managing projects in a tier 1/2 banking, fintech environment
- Proven ability to manage multiple client and internal stakeholders under tight timeframe deliveries
- Proven ability to understand both the big picture business issue and ensure the detailed documentation is completed to ensure all parties can sign off on what will be delivered, when and by whom
- Ability to manage conflict with clients, 3rd parties and internal stakeholders
- Team player with ability to work within a small growing team
- Ability to make decisions and recommendations
- Very advantageous to have knowledge of:
o Collections departments
o Fraud departments
o Customer Service
o Call centre operations
o Banks, telcos & utilities
o CRM & call centres
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Personality

The individual must be a smart, confident, energetic, dynamic and outgoing person who would thrive in an entrepreneurial business where the freedom, lack of structure and space is an opportunity to excel. The ability to build relationships and understand the solution space quickly is crucial.

The individual must be self motivated with the ability to manage themselves to the agreed outcomes while balancing that with a team approach and getting peers, directors and stakeholders involved at the appropriate times.

While we often operate in a pressured environment in both sales and delivery the individual must have a good sense of fun, sense of humour and know when to apply the right mix of the work hard/play hard equation. 举报 分享

FICO delivers superior predictive analytics solutions that drive smarter decisions


Make Every Decision Count ？

Founded in 1956, and one of the primary creators of credit scoring, FICO? (NYSE:FICO) delivers superior predictive analytics solutions that drive smarter decisions. Our groundbreaking use of mathematics to predict consumer behavior has transformed entire industries and revolutionized the way risk is managed and products are marketed. Our innovative solutions include the industry-leading solutions for measuring credit risk, managing credit accounts, identifying and minimizing the impact of fraud, and customizing consumer offers with pinpoint accuracy. Most of the world's top banks, as well as leading insurers, retailers, pharmaceutical companies and government agencies, rely on FICO solutions to accelerate growth, control risk, boost profits and meet regulatory and competitive demands. Watch a video of Dr Mark Greene, our former CEO and current Chair of the Advisory Council, discussing analytics and connected decisions by clicking here.

FICO’s Decision Management solutions, which combine trusted advice, world-class analytics and innovative applications, include:
?    Analytics - including predictive models, optimization and portfolio analytics. Our analytics - whether delivered as standalone custom engagements or embedded in our applications - bring new precision to decisions.
?    Decision Management Applications - which use Decision Management software to automate, improve and connect decisions based on our proprietary analytic models and user-defined strategies. Each of these solutions is built with the analytics, data, decision strategies and process flow for a particular vertical industry and decision area, such as fraud control or credit account management.
?    Decision Management Tools - giving businesses the ability to create their own decision management applications and models. Our tools include business rules management, model development and decision optimization.
?    Scoring Solutions - which deliver powerful predictions of consumer behavior to help businesses make faster, more profitable decisions. Among our analytic products is the FICO？ score, which drives billions of credit and marketing decisions a year, and is recognized as the standard measure of US consumer credit risk.
?    Professional Services - We use our deep decision area experience and technical expertise to help individual clients solve unique business challenges, and get more value from our tools and solutions.

Our Culture


A Global Business

Headquartered in Minneapolis USA, FICO serves global markets through offices in 14 countries across the globe. We have a substantial presence across the US including San Diego and San Rafael, CA, and our international locations include S？o Paulo, Toronto, Birmingham, London, Madrid, Munich, Moscow, Milan, Istanbul, Johannesburg, Bangalore, Beijing, Shanghai, Hong Kong, Sydney, Tokyo, Seoul, Kuala Lumpur, Singapore, Taipei and Bangkok. We also have employees in many more countries. In addition, we have partners and distributors in Europe, Africa, Australia, Indonesia, Korea, Middle East, New Zealand, Philippines and Taiwan.

In 2009 we rebranded the entire company from Fair Isaac Corporation to FICO, the name by which we are best known in the marketplace. In August 2009 we also changed our NYSE ticker from FIC to FICO to reflect that change. On the surface, the change in our stock ticker is simple, yet what lies behind it is not. As we continue to leverage our unique and increasingly valuable position at the intersection of consumer and business interests, it’s important that we emphasize our relevance to both consumers and the financial institutions that serve them. The trusted FICO brand stands for empowerment, innovation and value, and it resonates well in this regard: over 90% of US financial transactions use the FICO credit score, and countless mission-critical decisions around the globe are enabled by FICO Decision Management Applications and Tools.


Our Core Values

In contrast to some companies, our Core Values are absolutely central to the way we run our business – they define the behaviours we expect and reward and are pivotal in job definition, hiring decisions, employee recognition, performance management, promotions recommendations, and incentive distribution. FICO’s Core Values are:
?    Focus On Clients
?    Develop Our People
?    Innovate & Collaborate
?    Execute With Integrity
?    Deliver High Performance

Importantly, our Core Values are all expressed as a pair of statements, demonstrating both company and individual commitment – for example, ‘Develop Our People’ is (FICO) “We will foster learning and growth by offering an engaging, career-focused environment” paired with (employee) “I will take responsibility for my career development by pursuing learning opportunities”. In this way, we reflect that it takes both individual buy-in and corporate commitment to manifest a day to day reality.


Overview Of Key Industries

FICO works with clients in more than 80 countries and on six continents including leaders in:

Banking:

FICO clients include 90 of the 100 largest financial institutions in the United States, two-thirds of the largest 100 banks in the world and the 100 largest U.S. credit card issuers. Banks, building societies, finance companies, credit card companies, insurers, commercial credit grantors and mortgage lenders have achieved lower levels of bad debt, higher volume and increased efficiency through the use of FICO products and services. FICO’s Decision Management technology, first applied in financial services, is now available as the “gold standard” in analytic models and decision engines for all industry leaders. The credit industry alone uses billions of FICO？ scores each year to improve decisions throughout the world. FICO’s customer management solutions are used by many of the major financial services organizations to acquire, manage and grow customer relationships, resulting in today’s use of adaptive control systems to manage over 90% of all credit cards in the U.K and a substantial figure in the US. More than 700 million card accounts worldwide are managed using FICO solutions. Our Falcon solutions protect 65% of credit card transactions worldwide. Our CardAlert service analyses ATM traffic to protect 11,000 banks in the U.S. from fraud.

In the context of today's stressed economy and markets, the phrase "return on investment" takes on new significance. Financial institutions look to FICO not only for industry-leading products and best practices, but for scientific ways of deciding where to focus every resource, action and minute for higher returns. We work with thousands of banks, card issuers, retail credit issuers, auto lenders, mortgage lenders, credit unions and other credit grantors worldwide.

Insurance:

Insurers have adopted FICO's predictive analytics, business rules and decision optimization to make decisions throughout the customer lifecycle, from underwriting and claims to marketing and distribution. In 2009 we released FICO Insurance Fraud Manager specifically to address this industry’s needs.

More than 400 insurers worldwide have applied our solutions across multiple lines of business, including personal and commercial lines, life, health, auto, annuities and pensions. FICO's Decision Management technology and experience working with industry leaders has yielded tremendous results.


Retail:

FICO enhances the ability of retailers and manufacturers alike to turn customer insight into more effective marketing efforts and stronger customer relationships. With the ability to predict purchase behavior over time, FICO's solutions reveal affinities between the products that customers buy, as well as the context in which they buy them.

With greater insight into individual customers, and the ability to translate high-level strategies into consistent decisions across large and complex organizations, manufacturers can better plan and execute marketing and promotional campaigns, and retailers can optimize marketing, merchandising and credit/risk decisions.

100+ retailers and general merchandisers, including 50% of the top US retailers, rely upon FICO's solutions to build high-value relationships with their customers.

Health Care:

A scientific approach to decisions is reshaping the yield curve in pharmaceutical sales and marketing. FICO is a leader in the use of analytic insights, marketing decisioning, strategy and cross-channel operations management to improve business effectiveness and performance.

FICO provides comprehensive solutions for precise, data-driven strategic and operational decision-making in pharmaceutical sales and marketing. We work with 150+ healthcare and life sciences companies, including 8 of the world’s top 10 pharmaceuticals companies.

For more information, please visit www.fico.com;www.fico.com/cn/