What does a successful Technical Account Manager do?
About the Role :
This position is responsible for proactively owning and managing the technical relationship with an assigned set of National Accounts. The role is part technical support engineer and part customer advocate. This includes day-to-day management of large, technically complex and demanding customer accounts, developing and executing upon an overarching technical support strategy, detailed issue tracking and root cause issue recognition and resolution
About our Business:
Fiserv's Biller Solutions division offers a portfolio of industry-leading billing and payments products including bill presentment and payment, eBill distribution, and Walk-In payments. These products are used by thousands of financial institutions and direct billers, including most of the top institutions in the country. BillMatrix allows for Billers to collect electronic payments via IVR, Web, and CSR; e-Bill Distribution allows Billers to 'publish' electronic bills to Fiserv-hosted Banking front ends/customers; and CheckFreePay provides Billers with the largest bill payment walk-in network in the U.S.
Fiserv is on an aggressive path to define the next generation digital billing and payments experience, with a mission to deliver payment experiences when and where consumers want to consume them.
Essential Job Responsibilities :
Proactively own and manage multiple high-visibility and high-touch customer relationships from a technical perspective.
Drive issue resolution using standard process/procedures in coordination with supporting resources. Escalate as appropriate and apply fundamental troubleshooting skills.
Establish and document each customer's processes, procedures, customizations and configuration.
Proactively manage, measure and track customer inquiries to ensure their timely resolution while providing timely updates, root cause analysis and strategies to address issues. Document, track and support compliance with customers' Service Level Agreements.
Provide recommendations for product enhancements as identified.
Recognize revenue opportunities and communicate them to the account team.
Use project management methodology to thoroughly document, prioritize, track and drive customer requirements and technical solutions for projects.
Qualifications for consideration:
Past tenure in client account management role required
Experience in technical support or troubleshooting is required
Experience in Payment/Billing (or similar) Industry desired
Ability to drive issues to resolution under moderate supervision
Strong verbal, written and interpersonal communication skills
Must possess excellent time and task management ability in a fast-paced environment
We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer (Minorities/Females/Vets/Disabled/LGBTQ+)
Explore the possibilities of a career with Fiserv and Find Your Forward with us.
Fiserv is a global leader in financial services technology solutions. We're helping more than 12,000 clients worldwide create and deliver experiences for a digital world that's always on. Solutions that enable today's consumer to move and manage money with ease, speed and convenience. At the point of thought.