Technical Account Manager
Location:
Dallas , Texas
Posted:
November 23, 2017
Reference:
R-10085630
Position Description

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 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:

  • Proactively own and manage multiple high-visibility and high-touch customer relationships from a technical perspective
  • Understand short and long-term customer goals and objectives as they relate to Fiserv
  • Drive issue resolution using standard process/procedures in coordination with supporting resources
  • Provide single point of contact for customer issues
  • Regularly communicate with assigned accounts, set expectations and negotiate priorities appropriately
  • Develop highly effective relationships across all departments
  • Establish and document each customer's processes, procedures, customizations and configuration
  • Provide mentoring and assistance to other team members
  • Proactively manage, measure and track customer tickets to insure their timely resolution
  • Provide timely status updates, root-cause analysis and strategies to address issues
  • Recognize and resolve systemic issues to prevent them from repeating
  • Provide recommendations for product enhancements as identified
  • Escalate issues as appropriate
  • Apply fundamental troubleshooting skills to issues before escalating to the appropriate group
  • Recognize revenue opportunities and communicate them to the Account team
  • Document, track, and support compliance with customers’ Service Level Agreements
  • Collaborate 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 schedules
  • Regularly meet with the customer Account Executive, Professional Services Executive and others to triangulate on immediate and long-term customer needs
  • Manages on-call duties for Severity 1 and 2 issues, as well as for High Priority Customers as assigned
  • Required travel time approximately 25%

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. 

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 relationship
  • Ability to actively drive problems to resolution
  • Ability to create and drive a technical strategy to address customer issues
  • Ability to own issue resolution, root cause analysis and remediation
  • Sound decision making and critical thinking skills
  • The ability to mentor and coach team members
  • Expert organization and prioritization skills

    Communication skills:

  • Excellent written and verbal skills
  • Strong interpersonal skills to interact with clients, management, and peers
  • Effective cross-department communication
  • Document and communicate problem/resolution and information/action plans
  • The ability to stay calm during times of crisis
  • The 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 issues
  • Decipher proposed resolution and clarify
  • Verify resolution and communicate to customer

    Technical skills -- High-level process knowledge and technical skills relating to software development, networking and database management:

  • Knowledge of Windows-based server operating systems
  • Knowledge of SQL server
  • Experience supporting enterprise-level applications is preferred
  • Experience supporting mobile applications and back-end technologies preferred
  • Strong 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.




A little about us:

Not ready to apply? Join our Talent Network.

Know someone who would be interested in this job? Share it with your network.