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Complex Client Experience Success Manager

Company: Fiserv
Location: Alpharetta
Posted on: June 2, 2021

Job Description:

What does a great Complex Client Experience Success Manager do?

  • As the Complex Client Experience Success Manager, you will be critical to our clients having a successful technology experience with Fiserv. 
  • The goal of the Client Experience Success Manager is to ensure that every aspect of the customers experience with Fiserv’s technology is high quality. You will achieve this by:
  • Developing and implementing client solution focused reporting on Key Metrics/SLAs 
  • Providing direct communication and insights on client specific outages, associated impacts, mitigation steps our clients can take, and remediation timelines and actions being taken
  • Providing insights on root cause analysis as well as short, medium and longer corrective actions being taken
  • Providing customer centric views on pan Fiserv, BU specific, and client focused activities to improve quality, security and resilience
  • Liaising with internal SMEs to assemble customer centric release schedules from development teams, geared toward specific customer needs
  • Optimizing the customer’s experience using clear and consistent communication with clients paired with reliable and accurate technology information

You’re the kind of person who:

  • Has strong interpersonal skills and the ability to communicate with clients confidently
  • Exhibits an entrepreneurial spirit and high desire to work with an innovative team
  • Is an analytical thinker with keen problem-solving; process development and improvement; as well as task planning and delegation skills
  • Has actively participated in meetings with executives and contributes unique perspectives and value

Basic qualifications for consideration:

  • Bachelor’s Degree preferred
  • 7+ years of experience working with business and technology teams
  • Minimum 5+ years of overall management experience in the tech space
  • Significant experience in a Client facing role; either in technology delivery or technology operations management
  • Experience creating strategies, implementing them, tracking performance, and achieving set objectives
  • Proven ability to analyze, organize, and integrate large amounts of complex information into clear, concise presentations and plans
  • Strong attention to detail and ability to work independently in a fast-paced environment
  • Solid and professional written and verbal communication skills
  • Flexibility to work after hours/on-call/weekend as needed basis
  • Travel required:  up to 25%

Preferred qualifications for consideration:

  • Experience in the Retail / Commercial Banking sector
  • Experience with Fiserv technology solutions
  • MBA or other postgraduate CIS or business management degree
  • Proven record of driving customer satisfaction and enhancing customer experiences in their past work

Who we are:

To support the total well-being of our associates, Fiserv takes a broad approach to our benefits. We offer a comprehensive benefits package that provides flexibility and affordability with a variety of medical, dental, vision, life insurance and disability options.

We are #FISVProud of our benefits and well-being programs. Our commitment to wellness, wellness education, preventive services and fitness activities are designed to meet you where you are.

Life moves fast. And as it does, we know most people aren’t thinking about “financial services” But we are.

We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.

We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company’s approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.

Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the seventh consecutive year, we are committed to excellence and purposeful innovation.

In this role you will be aligned with solutions to our banking customers. We deliver comprehensive bank platforms and value-added products and services for community, mid-tier, and large financial institutions. We offer flexible technology solutions that enable financial institutions to quickly align to customers' expectations. With a modular approach to delivery, financial institutions can preserve platform investments while delivering both updated functionality and a consistent experience across channels.

From understanding consumer needs based on the latest research to analytics and advisory services that help identify growth opportunities from accounts, payments and industry data, we help clients access and act on data to create better outcomes

Fiserv bank platforms – Cleartouch, DNA, Precision, Premier, Signature – enable banks to efficiently manage a wide range of activities such as account opening, deposits, withdrawals, loans, customer information management, and general ledger and accounting tasks. Each Fiserv bank platform has unique capabilities, but they all help our clients improve customer service and streamline their back-office operations.

We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran

Explore the possibilities of a career with Fiserv and Find Your Forward with us.

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.

Fiserv is an Equal Opportunity Employer/Disability/Vet.

Keywords: Fiserv, Alpharetta , Complex Client Experience Success Manager, Other , Alpharetta, Georgia

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