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"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 Officer
This 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.
Specific duties include the following:
Core 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.
Must be technically capable of the following:
Technical skills -- High-level process knowledge and technical skills relating to software development, networking and database management:
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.