Client Service Director

Job Description

ACI Worldwide Inc. ( Nasdaq : ACIW ) is a payment systems company headquartered in Elkhorn Nebraska ACI develops a broad line of software focused on facilitating real-time electronic payments. These products and services are used globally by banks , financial intermediaries such as third-party electronic payment processors , payment associations, switch interchanges, merchants , corporations, and a wide range of transaction-generating endpoints, including automated teller machines ("ATM"), merchant point of sale ("POS") terminals, bank branches, mobile phones , tablet computers , corporations , and internet commerce sites.

In short, we’re helping banks, merchants and billers capture rising real-time opportunities and volumes, all to meet the shifting needs of their consumers and business customers.

Our people are the core of our business and our team represents a globally diverse, passionate and dedicated group of thousands of individuals around the world who share a common commitment to making our customers successful by driving the future of payments. As a Client Service Director you can help make possibilities happen.

The Client Service Director is responsible for leading all aspects of pre-contract engagement across the full suite of ACI solutions, including proprietary products, extended functionalities, and relevant third-party offerings. This role plays a pivotal part in orchestrating pre-sales activities, forecasting revenues, and governing strategic target accounts.

Success will be measured by key metrics such as bookings, program definition accuracy, and alignment on scope, schedule, and cost.

Key Responsibilities Pre-Sales Engagement

Collaborate with customers, Solution Consultants, and Commercial Teams to assess needs and recommend tailored solutions.

Serve as a trusted advisor, bridging technical and business insights to drive strategic alignment.

Coordinate end-to-end deal cycles, including RFP management and internal collaboration with stakeholders (Product, HELP24, Leadership).

Deliver precise, customer-approved requirements that lay the foundation for on-time, on-budget project delivery.

Statement of Work (SOW) Development

Create thorough SOWs outlining scope, assumptions, and constraints.

Review each SOW for clarity, feasibility, and adherence to company standards and customer expectations.

Services Estimation & Profitability

Prepare detailed effort estimations with input on resourcing, risk, and availability.

Collaborate with Delivery Managers on resource capacity planning.

Ensure financial health by incorporating margin considerations into all proposals.

Project Transition to Delivery Teams

Facilitate smooth handover with kickoff coordination and documentation.

Support delivery teams during early execution, resolving escalations and offering clarifications.

Client Relationship Management

Foster strong client relationships throughout implementation and execution.

Serve as a customer advocate, managing expectations and resolving conflicts in collaboration with internal teams.

Ensure high levels of customer satisfaction through proactive engagement.

Continuous Execution Improvement

Analyze prior delivery cycles for improvement opportunities.

Lead initiatives focused on execution efficiency, team performance, and client experience enhancement.

Compliance & Risk Management

Adhere to all corporate policies, including the ACI Code of Business Conduct and Ethics.

Fulfill requirements under the Risk Management program, including control testing and documentation.

Additional Duties

Perform other responsibilities as assigned to meet evolving business needs.

✅ Required Skills & Experience

Bachelor’s degree with a minimum of 10 years of relevant experience.

Proven ability to lead cross-functional teams and external partners.

Strong understanding of margin management, pricing, and cost structures.

Deep functional and technical knowledge of the payments ecosystem.

Skilled in translating technical features into business outcomes.

Demonstrated expertise in project delivery methodologies and service lifecycle.

Customer-focused with experience in sales process management and requirements gathering.

Proficient in tools like Salesforce and Jira.

Strategic mindset with solid analytical and problem-solving abilities.

Exceptional communication skills in English and local language.

Effective in organizational change and relationship building across levels.

Preferred Qualifications

MBA or equivalent experience.

PMI Certification or approved equivalent.

Deep domain expertise in ACI products and services.

Work Environment

Standard office environment.

Travel required—domestic and international depending on business needs.

About Us

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.