What are the responsibilities and job description for the Global Help 24 Manager position at 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.
Job Purpose
The Global Help24 Manager is responsible for overseeing and managing technical support for ACI customers using ACI products and/or services. This role involves coordinating with third parties or contractors who are troubleshooting, diagnosing, resolving complex software systems/application issues and responding to customer product issues to ensure timely and effective resolution of issues, enhancing customer satisfaction, and maintaining high service standards. The role will be a liaison between customers, ACI departments involved in production support and where applicable, contract support teams and third parties.
Essential Functions and Responsibilities
- Responsible for the delivery of customer support experience, SLA adherence, and customer satisfaction across selected ACI products and regions, working under minimal guidance to ensure consistent, high-quality support aligned with organizational standards.
- Proactively identify and surface downward trends in customer satisfaction or SLA performance. Recommend corrective actions and lead cross-functional engagement as needed.
- Provide oversight of subcontractor support performance targets, assisting in monitoring contractual compliance and contributing to continuous improvement efforts.
- Provide managerial leadership for escalated customer issues, engaging with customer stakeholders and escalating further when needed.
- Recommend and execute resolution planning for dissatisfied customers by defining milestones and success metrics, engaging with customer contacts as appropriate. Monitor progress and adjust strategies with support from senior leaders as needed.
- Build and maintain relationships with key customers, particularly operational-level customer contacts, to reinforce satisfaction and long-term partnerships.
- Lead or actively participate in customer meetings to ensure alignment on service delivery, issue resolution and customer satisfaction.
- Identify areas for improvement in support processes and implement or recommend strategies to enhance efficiency and effectiveness.
- Effectively manage customer escalations and engage senior management for highly escalated and/or strategic customers
- Generate and analyze reports on support activities, providing insights and recommendations to management, customers and other departments as needed.
- Work closely with other departments such as operations, product development, client delivery, customer success and sales to ensure seamless client experience and address any recurring technical issues.
- 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 in computer science or similar discipline, and/or equivalent experience.
- 8 years’ experience in a support role in a financial and/or software industry
- Superior verbal and written English communication skills to effectively converse with customers verbally and in written form.
- Demonstrated strong leadership and team management skills
- Proven experience analytical and problem-solving abilities
Preferred Qualifications (Education, Experience, Competencies)
- Experience with one or more ACI products
- Experience managing remote personnel
- Familiarity with software support tools and systems
Competencies
- Strong leadership abilities
- Demonstrated customer-focused attitude
- Advanced critical thinking, problem-solving and analytical skills
- Ability to calmly manage customer challenges with empathy and professionalism
Work Environment:
- Standard office work environment
- Travel may be required, domestic or international.
Physical demands:
- Majority of time spent on PC
Other disclaimers:
- Must be able to support after-hours customer interaction and triage activities, as needed.
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 #16952)
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
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.
Job Purpose
The Global Help24 Manager is responsible for overseeing and managing technical support for ACI customers using ACI products and/or services. This role involves coordinating with third parties or contractors who are troubleshooting, diagnosing, resolving complex software systems/application issues and responding to customer product issues to ensure timely and effective resolution of issues, enhancing customer satisfaction, and maintaining high service standards. The role will be a liaison between customers, ACI departments involved in production support and where applicable, contract support teams and third parties.
Essential Functions and Responsibilities
- Responsible for the delivery of customer support experience, SLA adherence, and customer satisfaction across selected ACI products and regions, working under minimal guidance to ensure consistent, high-quality support aligned with organizational standards.
- Proactively identify and surface downward trends in customer satisfaction or SLA performance. Recommend corrective actions and lead cross-functional engagement as needed.
- Provide oversight of subcontractor support performance targets, assisting in monitoring contractual compliance and contributing to continuous improvement efforts.
- Provide managerial leadership for escalated customer issues, engaging with customer stakeholders and escalating further when needed.
- Recommend and execute resolution planning for dissatisfied customers by defining milestones and success metrics, engaging with customer contacts as appropriate. Monitor progress and adjust strategies with support from senior leaders as needed.
- Build and maintain relationships with key customers, particularly operational-level customer contacts, to reinforce satisfaction and long-term partnerships.
- Lead or actively participate in customer meetings to ensure alignment on service delivery, issue resolution and customer satisfaction.
- Identify areas for improvement in support processes and implement or recommend strategies to enhance efficiency and effectiveness.
- Effectively manage customer escalations and engage senior management for highly escalated and/or strategic customers
- Generate and analyze reports on support activities, providing insights and recommendations to management, customers and other departments as needed.
- Work closely with other departments such as operations, product development, client delivery, customer success and sales to ensure seamless client experience and address any recurring technical issues.
- 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 in computer science or similar discipline, and/or equivalent experience.
- 8 years’ experience in a support role in a financial and/or software industry
- Superior verbal and written English communication skills to effectively converse with customers verbally and in written form.
- Demonstrated strong leadership and team management skills
- Proven experience analytical and problem-solving abilities
Preferred Qualifications (Education, Experience, Competencies)
- Experience with one or more ACI products
- Experience managing remote personnel
- Familiarity with software support tools and systems
Competencies
- Strong leadership abilities
- Demonstrated customer-focused attitude
- Advanced critical thinking, problem-solving and analytical skills
- Ability to calmly manage customer challenges with empathy and professionalism
Work Environment:
- Standard office work environment
- Travel may be required, domestic or international.
Physical demands:
- Majority of time spent on PC
Other disclaimers:
- Must be able to support after-hours customer interaction and triage activities, as needed.
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 #16952)
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
