Technical Account Manager - KeyBank

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Job Title

Technical Account Manager - KeyBank

What does a successful Technical Account Manager do within Fiserv
As a successful Technical Account Manager, you will be responsible for working with your Bank Partner and the Clover team to resolve escalated issues and assist with complex onboarding and development requests that may arise. You will provide technical and operational support, coordinate key activities with cross-functional departments and teams, and the client to ensure issues and requests are completed on time and in accordance with requirements.  In this role, you will work with the Clover team to identify and improve the client experience and support structure. You will also work closely with your client(s) Bank Relationship Manager and Account Executive to solve day-to-day business needs.

What you will do:

• Provide clear, concise, written, and verbal answers to complex technical questions.

• Lead and coordinate multiple concurrent efforts and manage issues to resolution by influencing key internal stakeholders.

• Develop and maintain project plans and related task lists as necessary, providing continuous feedback and status updates to key stakeholders.

• Act as the Client central point of contact through the issue resolution life cycle.

• Develop expertise across a broad spectrum of Clover solutions.

• Develop and maintain client relationships, manage client expectations while maintaining professionalism under pressure.

• Conduct and assist internal partners with investigations for issues raised by client

• Strong numerical and analytical skills, the ability to complete methodical root cause analysis and troubleshoot technical issues.

• Make complex decisions and recommendations under limited direction and using high degree of initiative and independent judgment.

• Resolve issues with the appropriate urgency with strong attention to detail and follow up as required.

• Act as a liaison with the Clover Developer group for clients developing on the Clover platform (for direct API integration or semi-integration)

• Support projects for clients that migrated from Payeezy to Clover using the Clover emulator and work to them coded to Clover directly when appropriate.

• Work with the appropriate product teams (i.e. gift cards, rewards, Telecheck, etc.) to help resolve escalations that involve “non-Clover” product solutions.

• Provide solutioning/onboarding support for merchants migrating from other Fiserv partners to ensure a smooth client experience.

What you will need to have:

• 5+ years of experience in technical account management

• 7+ years of experience in the financial services and payment industry

• Proficient in MS-Office Suite including MS Project, Excel, Word, and PowerPoint

• Detail oriented; someone with strong attention to detail and follow-up

• Ability to multitask and prioritize effectively

• Strong sense of accountability and follow through

• Strong verbal and written communication skills with the ability to communicate within all levels of clients and internal staff

• Ability to speak to a technical and non-technical audience

What would be good to have:

• Bachelor’s degree in Business, computer science, mathematics, physics, or engineering

• Knowledge of Fiserv’s internal systems

• Prior experience with the Clover solution set

• Project management/SCRUM certification(s)

#LI-Onsite

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*In order to be considered, you must be legally authorized to work in the U.S. without need for sponsorship now or in the future.

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Salary Range

$68,100.00 - $121,600.00

These pay ranges apply to employees in New Jersey, New York and California. Pay ranges for employees in other states may differ.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

For incentive eligible associates, the successful candidate is eligible for an annual incentive opportunity which may be delivered as a mix of cash bonus and equity awards in the Company’s sole discretion.

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).

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact [email protected]. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

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Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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