Technical Account ManagerFiserv, Inc - Dallas, TX
Join Us! Fiserv has been named to FORTUNE® magazine’s 2017 list of World’s Most Admired Companies. This is the fourth consecutive year the company has been named to the list, which is a definitive benchmark of corporate reputation.'Our people are the foundation upon which this recognition is based and I'm very proud of their commitment to client excellence. Their dedication to serving our clients each day is what makes Fiserv one of the most admired companies in the world.' - Jeffery Yabuki, President and Chief Executive OfficerThis position is responsible for proactively owning and managing the technical relationship with an assigned set of Biller Solutions clients. The Technical Account Manager is part technical support engineer, part customer champion for a defined group of post implementation customer accounts. The Technical Account Manager has responsibilities for technical support, communication and guidance to project management, and is an essential member of the broader account team for their assigned clients. With assistance, this position resolves complex technical problems and answers detailed customer configuration questions. Technical Account Managers develop a consistent long-term partnership with customers to ensure they remain successful and realize the full value of their Fiserv investment. 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, root cause issue recognition and resolution.The Technical Account manager drives customer satisfaction by proactively managing, troubleshooting and delivering technical information online, over the phone and occasionally on-site. This position requires effective interaction with engineering resources (who could be located across the Fiserv enterprise), professional services, and management. Technical Account Managers must share best practices with others to enhance the quality and efficiency of customer service. Technical Account Managers provide accurate and timely feedback for purposes of measuring, tracking and driving continuous service level improvements. The Technical Account Manager is required to maintain and expand working knowledge of current Fiserv products and related technologies.The Technical Account Manager is expected to represent Fiserv with the highest level of professionalism at all times, and to mentor others in the group regarding the same.Essential Functions/Job DutiesSpecific duties include the following:Proactively own and manage multiple high-visibility and high-touch customer relationships from a technical perspectiveUnderstand short and long-term customer goals and objectives as they relate to FiservDrive issue resolution using standard process/procedures in coordination with supporting resourcesProvide single point of contact for customer issuesRegularly communicate with assigned accounts, set expectations and negotiate priorities appropriatelyDevelop highly effective relationships across all departmentsEstablish and document each customer's processes, procedures, customizations and configurationProvide mentoring and assistance to other team membersProactively manage, measure and track customer tickets to insure their timely resolutionProvide timely status updates, root-cause analysis and strategies to address issuesRecognize and resolve systemic issues to prevent them from repeatingProvide recommendations for product enhancements as identifiedEscalate issues as appropriateApply fundamental troubleshooting skills to issues before escalating to the appropriate groupRecognize revenue opportunities and communicate them to the Account teamDocument, track, and support compliance with customers’ Service Level AgreementsCollaborate with developers who may be accessing customers’ source code to ensure changes intended to fix or modify an issue don’t accidentally lead to other issues.Collaborate with project managers to prioritize and manage software build schedulesRegularly meet with the customer Account Executive, Professional Services Executive and others to triangulate on immediate and long-term customer needsManages on-call duties for Severity 1 and 2 issues, as well as for High Priority Customers as assignedRequired travel time approximately 25%Knowledge, Skills and Ability RequirementsCore competencies of a successful Technical Account Manager are project management, technical support, customer service and a comprehensive technical acumen across a broad spectrum of computing disciplines. Project Management:Understand, prioritize and drive resolution of issues through hands-on involvement and highly effective communication between responsible parties at the client site and Fiserv.Use project management methodology to thoroughly document, prioritize, track and drive customer requirements and technical solutions for small projects.Leadership/Ownership:Accountable for all technical issues and technical relationshipAbility to actively drive problems to resolutionAbility to create and drive a technical strategy to address customer issuesAbility to own issue resolution, root cause analysis and remediationSound decision making and critical thinking skillsThe ability to mentor and coach team membersExpert organization and prioritization skillsCommunication skills:Excellent written and verbal skillsStrong interpersonal skills to interact with clients, management, and peersEffective cross-department communicationDocument and communicate problem/resolution and information/action plansThe ability to stay calm during times of crisisThe ability to contribute to a team environment with a high degree of professionalism and skill.Troubleshooting Skills:Must be technically capable of the following:Identify an issue(s)Duplicate/recreate issuesDecipher proposed resolution and clarifyVerify resolution and communicate to customerTechnical skills -- High-level process knowledge and technical skills relating to software development, networking and database management:Knowledge of Windows-based server operating systemsKnowledge of SQL serverExperience supporting enterprise-level applications is preferredExperience supporting mobile applications and back-end technologies preferredStrong familiarity with several languages such as HTML, Jscript, VBScript, Asp, XML, XSL, ASP.NET, C , VB, C#This position requires advanced customer service and technical support abilities, strong analytical and problem solving skills, a high level of professionalism, the ability to multi-task, strong attention to detail and self-motivation. The candidate will have 7 years experience in progressively responsible roles relating to technical services in the software development industry. All candidates will be subject to a technical screening.Bachelor’s Degree in Computer Science or related field is preferred.
2 days 17 hours ago
applyTechnical Account Manager Fiserv, Inc - Dallas, TX, United States
Fiserv, Inc. (NASDAQ: FISV) is a leading global provider of information management and electronic commerce systems for the financial services industry, providing integrated technology and services that create value and results for our clients. Fiserv drives innovations that transform experiences for more than 14,500 clients worldwide, including banks, credit unions and thrifts, billers, mortgage lenders and leasing companies, brokerage and investment firms and other business clients.
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