Technical Account Manager - KeyBank

Fiserv • Hagerstown, MD • 5d ago

Calling all innovators - find your future at Fiserv.

We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

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

LI-BT2

*_ _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.

Salary Range:

$68,100.00-$94,900.00

These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.

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

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 AskHR.US@fiserv.com . 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.

Note to agencies:

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.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.

Fiserv

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