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Job Title
Technical Account Manager
What does a successful Technical Account Manager do at Fiserv?
As a successful Technical Account Manager, you will support Enterprise Fiserv partner clients and their merchant clients across technical questions, escalations, onboarding needs and multiple Fiserv platform interactions including Acquiring, Merchant Acquiring, ACH processing, for large Utility clients that collect revenue in a variety of channels including Web/eCommerce, Text to Pay, traditional Printed Bills with URLs or QRcode to pay, walk-in cash preferred customers of our clients as well as Bill Presentment and Payment COTS Solutions. You will work with Enterprise clients, Relationship Managers, Customer Success managers, as well as Fiserv product management teams guide our clients as they deploy Fiserv solutions to improve their customer’s Bill Presentment and Payment experiences.
What you will do:
Serve as the technical point of contact for client strategic questions, escalations, operational best practices, issue resolution through the full life cycle.
Manage technical playbooks, status reporting, communication as the senior technical and business process interface to large clients.
Understand the concepts of Printed Bills, Electronic delivery of bills via methods integrated into SMS, email, Bank eBills, paper bills and walk-in cash payments.
Explain a broad range of Fiserv product capabilities with prior experience working with large client’s IT and Business senior management.
Develop and maintain an understanding of client technical strategies, integration models and payment services requirements.
Lead investigations, root cause analysis and troubleshooting for escalated technical issues across internal Fiserv teams and client stakeholders.
What you will need to have:
5+ years of experience in technical account management, technical pre-sales engineering and client-facing roles in payments, bill presentment, and enterprise IT software (ERP, Revenue collection via web, mobile, eCommerce and card present applications)
7+ years of experience in the merchant services or payments industry for highly regulated verticals such as Investor-owned Utilities
5+ years of experience coordinating technical issue resolution, incident management or client escalations across cross-functional teams.
Experience using Microsoft Office Suite, including Microsoft Project, Excel, Word and PowerPoint, to manage status reporting, project tracking and client communications.
Ability to explain complex technical topics to technical and non-technical audiences through written documentation and verbal presentations and design meetings.
Ability to analyze data, conduct root cause analysis and document technical findings, recommendations and next steps.
Bachelor’s degree or higher in computer science, mathematics, physics, engineering or a related field, or equivalent combination of education, related experience and/or military experience.
What would be great to have:
Experience with Fiserv’s Acquiring, Reporting Solutions such as Commerce Control Center, as well as payment orchestration via API solutions.
Experience with internal systems at Fiserv.
Project management (PMO) or Scrum certification.
Experience supporting Application Programming Interface integrations or semi-integrated payment solutions.
Experience with Oracle Cloud ERP for Utilities or prior versions of Oracle CC&B or SAP Utilities Software
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