• Job Description

  Req#: R-10321531

  Calling all innovators – find your future at Fiserv.

  We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

  Job Title

  Technical Account Manager

  What does a successful Technical Account Manager do at Fiserv?
  The Technical Account Manager (TAM) is responsible for proactively managing the technical support relationship between clients and the internal Fiserv teams for Fiserv supplied Enterprise-wide digital banking software applications. The TAM is part relationship manager, customer advocate, part technical support engineer, technical subject matter expert, and part project manager for a defined group of post implementation customer accounts.

  The TAM has four overlapping functions:

  • Account Management as pertains to production technical support relationship
  • Incident and general issue management including hands on technical support activities where appropriate.
  • Overall client support case management using lightweight Project Management methodologies and various reporting tools
  • Responsible for establishing relationships and becoming a trusted advisor and “Go-to” person for standard/complex methodologies and advice

  What you will do:

  • Proactively own and manage service delivery for multiple high-visibility and high-touch customer relationships Understand short and long-term customer goals and objectives as they relate to Fiserv.
  • Drive issue resolution using standard process/procedures in coordination with supporting resources.
  • Provide single point of contact for customer support issues.
  • Regularly communicate with assigned accounts, set expectations and negotiate priorities appropriately.
  • Develop highly effective relationships across all internal departments.
  • Establish and document each customer's processes, procedures, customizations and configuration.
  • Proactively manage, measure and track customer support cases to insure their timely resolution.
  • Provide timely status updates, root-cause analysis and resolution strategies.
  • Recognize and resolve systemic issues to prevent them from repeating.
  • Document, track, and support compliance with Service Level Agreements.
  • Ensure support case data is accurate and regularly updated (statuses, owners, other data elements).
  • Regularly meet with the customer Account Executive, Professional Services Executive and other key client relationship stakeholders to triangulate on immediate and long-term customer needs.
  • Perform duties as part of a scheduled on-call rotation in response to client incidents off hours (evenings, nights, weekends and holidays).
  • Respond to occasional requests for additional off-hour work in the event of an emergency client incident or critical business need.

  What you will need to have:

  • Bachelor’s degree in Computer Science or related field is preferred though extensive, relevant career experience will be considered favorably.
  • The successful candidate will have 4+ years’ experience in progressively responsible roles relating to customer support, ideally in the field of Enterprise Software Applications.
  • Core competencies of a successful TAM are excellent communication skills, a methodical, project management approach to work organization and prioritization, strong customer service skills and a strong technical aptitude.
  • MS SQL – Ability to read queries or stored procedures.
  • Splunk – Ability to write reports.
  • Proficiency in MS Office Applications (Word, Excel, PowerPoint).
  • Experience in case management and reporting using one or more CRM system(s) (ServiceNow, JIRA etc.).
  • Proven ability to write concise business communications.

  What would be great to have:

  • Sound decision making and critical thinking skills.
  • Expert organization and prioritization skills.
  • Excellent adaptable written and verbal skills, adaptable to variable audiences.
  • Understand, prioritize and drive resolution of issues through hands-on involvement and highly effective communication between responsible parties at the client site and Fiserv.

  This role is not eligible to be performed in Colorado, California, New York or Washington.

  Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

  Thank you for considering employment with Fiserv. Please:

  • Apply using your legal name
  • Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

  What you should know about us:

  Fiserv is a global fintech leader with 40,000-plus (and growing) associates proudly serving clients in more than 100 countries. As a FORTUNE™ 500 company, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to excellence and purposeful innovation.

  Our commitment to Diversity and Inclusion:

  Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law.

  We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

  Warning about fake job posts:

  Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information.

  Any communications from a Fiserv representative will come from a legitimate business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.

  If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local FBI field office or to the FBI’s Internet Crime Complaint Center.

• About the company

  Find Your Forward with Fiserv You are looking for opportunities for growth and development throughout your career. We are looking for the best and the brightest to join our global team of professionals. At Fiserv you will find an environment where leadership, innovation and collaboration are valued. Explore the possibilities. Apply today.

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