Technical Account Manager, Senior Mobile Job in Richmond 23218, Virginia Us
Fiserv
- Proactively own and manage multiple high-visibility and high-touch customer relationships
- Understand short and long-term customer goals and objectives as they relate to Fiserv
- Drive issue resolution using standard process/procedures in coordination with supporting resources
- Provide single point of contact for customer issues
- Regularly communicate with assigned accounts, set expectations and negotiate priorities appropriately
- Develop highly effective relationships across all departments
- Establish and document each customer's processes, procedures, customizations and configuration
- Provide mentoring and assistance to other team members
- Proactively manage, measure and track customer tickets to insure their timely resolution
- Provide timely status updates, root-cause analysis and strategies to address
- Recognize and resolve systemic issues to prevent them from repeating
- Provide recommendation for product enhancements
- Escalate issues as appropriate
- Apply fundamental troubleshooting skills to issues before escalating to the appropriate group
- Recognize revenue opportunities and facilitate them
- Provide first-pass resolution when appropriate
- Document, track, and support compliance with Service Level Agreements
- Ensure ticket data is accurate and regularly updated (statuses, owners, other data elements)
- Ensure customer service level agreements
- Ensure customer’s source code is managed appropriately
- Prioritize and manage software build schedules
- Regularly meet with the customer Account Executive, Professional Services Executive and others to triangulate on immediate and long-term customer needs
- Manages on-call duties for Severity 1 and 2 issues, as well as for High Priority Customers as assigned
Fiserv, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.
Account Management,Banking,Business Management,Customer Service,Fiserv Enterprise Technology,Information Technology,Technical Product Management
Additional Information:
- Travel Percentage: 30%
- Telecommute Percentage: 10%
September 12, 2011
• Tags: Senior Mobile Job in Richmond 23218, Technical Account Manager, Virginia Us • Posted in: General