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)

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