Technical Account Manager

Company: Fiserv
Location: Alpharetta
Posted on: June 6, 2021

Job Description:

What does a great Technical Account Manager do? The Technical Account Manager (TAM) is responsible for proactively managing the technical support relationship between clients and the internal Fiserv teams for Fiserv supplied Enterprise wide digital banking software applications. The TAM is part relationship manager, customer advocate, part technical support engineer, technical subject matter expert, and part project manager for a defined group of post implementation customer accounts. The TAM has four overlapping functions:Account Management as pertains to production technical support relationshipIncident and general issue management including hands on technical support activities where appropriateOverall client support case management using lightweight Project Management methodologies and various reporting toolsResponsible for establishing relationships and becoming a trusted advisor and Go-to person for standard/complex methodologies and advice Essential Job Responsibilities :Proactively own and manage service delivery for multiple high-visibility and high-touch customer relationships Understand 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 support issuesRegularly communicate with assigned accounts, set expectations and negotiate priorities appropriatelyDevelop highly effective relationships across all internal departments Establish and document each customer's processes, procedures, customizations and configurationProactively manage, measure and track customer support cases to insure their timely resolutionProvide timely status updates, root-cause analysis and resolution strategiesRecognize and resolve systemic issues to prevent them from repeatingDocument, track, and support compliance with Service Level AgreementsEnsure support case data is accurate and regularly updated (statuses, owners, other data elements)Regularly meet with the customer Account Executive, Professional Services Executive and other key client relationship stakeholders to triangulate on immediate and long-term customer needsPerforms duties as part of a scheduled on-call rotation in response to client incidents off hours (evenings, nights, weekends and holidays)Responds to occasional requests for additional off-hour work in the event of an emergency client incident or critical business needThe above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities. Basic Qualifications for Consideration :Bachelors Degree in Computer Science or related field is preferred though extensive, relevant career experience will be considered favorably.Job Related Experience :The successful candidate will have 4+ years experience in progressively responsible roles relating to customer support, ideally in the field of Enterprise Software Applications.Core competencies of a successful TAM are excellent communication skills, a methodical, project management approach to work organization and prioritization, strong customer service skills and a strong technical aptitude.MS SQL Ability to read queries or stored proceduresSplunk Ability to write reportsProficiency in MS Office Applications (Word, Excel, PowerPoint)Experience in case management and reporting using one or more CRM system(s) (ServiceNow, JIRA etc.)Proven ability to write concise business communications Preferred Skills, Experience, and Education:Sound decision making and critical thinking skillsExpert organization and prioritization skillsExcellent adaptable written and verbal skills, adaptable to variable audiencesUnderstand, prioritize and drive resolution of issues through hands-on involvement and highly effective communication between responsible parties at the client site and FiservUse project management methodology to thoroughly document, prioritize, track and drive customer requirements and technical solutions; may also extend to internal process improvement initiativesAbility to actively drive problems to resolution, create and drive a strategy to address customer issues, and own issue resolution, root cause analysis and remediationThe ability to credibly communicate technical detail regardless of level of expertiseStrong interpersonal skills to interact with clients, management, and peers Travel required : Up to 10% Percentage/frequency of Who We Are: Digital Channels provides industry-leading products and services for the online and mobile channels to help financial institutions drive deeper relationships and more effectively compete in the digital transformation. Digital Channels develops innovative online banking and mobile banking solutions for financial institutions of all sizes with a mission to deliver easy and compelling digital financial management and money movement always at your fingertips. Fiserv is an Equal Opportunity Employer/Disability/Vet.

Keywords: Fiserv, Alpharetta , Technical Account Manager, Other , Alpharetta, Georgia