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Manager, Technical Account Management
Fiserv
Dublin, OH, United States
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Job Title Manager, Technical Account Management
Find Your Forward as a Technical Account Manager at Fiserv, a FORTUNE™ 500 member, and join the industry leader in financial services technology. With more than 22,000 associates around the world, we’re pushing the boundaries of what’s possible in this industry with deep expertise and a dedication to innovation. We support our team with a collaborative work environment that values leadership and new ideas. Our Electronic Payments team enjoy an environment where they build the solutions that power more than 13,000 banks and businesses worldwide.
What does a great Manager, Technical Account Management do?
As a manager of Technical Account Management you can look forward to leading a team of skilled Technical Account Managers responsible for driving customer satisfaction by proactively managing, troubleshooting and delivering technical information online, over the phone. You will effectively interact with engineering resources (who could be located across the Fiserv enterprise), professional services, and management to resolve client issues. You will share best practices among your team to enhance the quality and efficiency of customer service. Your accurate and timely feedback for purposes of measuring, tracking and driving continuous service level improvements will only enhance client relationships. You will be required to maintain and expand your working knowledge of current Fiserv products and related technologies.
In addition to managing the TAM team you will also be responsible for managing a team of Product Technical Managers. In this leadership role you will be responsible for ensuring that case work is completed within defined Service Level Agreements.
Your main function will be to support the team Supervisor on these deliverables:
• Follow-up on requests
• deliver client expectations
• resolve technical support issues and communicate solutions/recommendations/guidance directly with the client & their technical teams to ensure an accurate and complete resolution that meets or exceeds contractual service levels.
Essential Functions/Job Duties
• knowledgeable of Electronic Payments infrastructure, provide support, and impart knowledge to clients and other team members
• Proactively own and manage multiple high-visibility and high-touch customer relationships from a technical perspective
• Possess detailed understanding of specific client technical environments
• Security Certificate Renewals
• Tracks Global outages and updates the RCA global tracker on One Note and follow up on outstanding preventative action items on the RCA.
• Serve as technical escalation contact and interface point with client technical Subject Matter Experts
• Assist with troubleshooting software application errors by providing advanced technical expertise (e.g., analyzing server logs, code, etc.) as required
Basic qualifications for consideration
Education:
• Degree in Information Technology, Management of Information Systems, Computer Science or related field preferred or 3+ years of additional work experience in lieu of a degree.
Job Related Experience:
• Minimum of 5 years of experience in a technical support role supporting enterprise wide applications.
Additional Skills and Knowledge:
• Ideal candidates ought to have strong organizational and social skills with good follow-up skills and attention to detail.
• Ability to analyze, communicate, document and solve complex technical problems.
• Previous experience with vendor management.
• Understands windows trouble shooting, database, and networking terminology
• Knowledge of certificate renewal process
Travel required: Percentage/frequency of travel – 15%, as needed
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.