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Technical Account Manager
Fiserv
Austin, TX, United States
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Job Title Technical Account Manager
What does a great Technical Account Manager do?
Essential Job Responsibilities:
• Ability to gain and utilize technical knowledge enabling issue research and analysis.
• Advocate client issue resolution in a highly technical and matrixed environment. This can occur outside of standard work hours and with little advanced notice.
• Proactively manages the operational requirements of assigned client base; ensuring quality delivery and maintenance support of all products and services to assigned client base.
• Successfully navigates a highly visible and matrixed environment to act as an escalation point/second level support for client issues and inquiries.
• Continually drives best practices, with both people and process, partnering across the organization for sustained improvements
• Is a key stakeholder in evolving our client serving model
• Builds and manages monthly scorecard for client base, ensuring adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPI).
• Responsible for managing and developing operational relationships for assigned client base; taking primary responsibility for driving client satisfaction with service delivery.
• Sells the value proposition and builds relationships at all levels of the client organization; client contact is usually at mid-management level.
• Collaborates with Client Service Manager and above on account planning.
• Serves as primary contact to direct resources and activities within the Fiserv organization as it relates to Client operational issues.
• Proactively identifies opportunities for process improvements between Fiserv and assigned client base; including but not limited to cost saving and business efficiency initiatives.
• Responsible for providing oversight for the research, definition, writing, and testing of specific client requests.
• May develop high-level project plans and statement of work (SOW) documents for client initiatives of smaller scope.
• Participates in implementations and ensures ongoing services are delivered on time and meet client requirements by facilitating matrix team resources to ensure project timelines are met.
• Builds and maintains strong client relationships, and participates in client meetings regarding performance to ensure client satisfaction.
• Ensures that operational teams and matrix teams (subcontractors) maintain a clear understanding of the client's needs, and provides day-to-day client advice and support.
• Manages new initiatives within installed client base and/or works with the PMO team to ensure that project initiatives are completed on time and implemented with the client expected results.
• Manages and prioritizes workload/ticket backlog for technical teams
• Tracks and reports billable initiatives for IT and professional services efforts to align with the recurring revenue forecast.
Basic Qualifications for Consideration:
• High School Diploma
• Five or more years’ experience in the software/service industry
• Five or more years’ experience in customer service
• Excellent written and verbal communication skills, with the ability to project a professional demeanor at all times.
• Ability to discern trends (financial, operational, or otherwise) through business analysis to be leveraged for high-level reporting to management.
• Ability to independently solve problems and document solutions for the client and internal clients.
• Ability to learn the needs of the customer quickly and in line with the internal pace of the organization.
• Excellent command of Microsoft suite.
Preferred Skills, Experience, and Education:
• Bachelor’s Degree in Business, Computer Science, or related field is preferred; or, equivalent work experience with emphasis on banking/financial technology or financial industry.
• Project Management experience
• Experience with Business Analysis and Technical Requirements gathering
• Experience troubleshooting software applications and web services integrations.
Travel Required:
• 5-10% travel may be required
Who We Are:Output Solutions at Fiserv delivers business critical communications to financial institutions, health and property / casualty insurance providers, billers, retailers, travel and entertainment companies and advertising agencies nationwide. With solutions including transactional document production and delivery, card manufacturing and personalization and direct marketing services, we help our clients streamline operations to contain costs, while building customer loyalty and generating incremental revenue.
Fiserv is an Equal Opportunity Employer/Disability/Vet.
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).
Fiserv is an Equal Employment Opportunity Employer, and it is the Company’s policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.