Job Description

JOB PURPOSE:
The Service Partner IV - Account Manager has enterprise-wide responsibility for ensuring quality delivery and maintenance support of all products and services to assigned clients. They are responsible for managing and developing operational relationships for their assigned clients; taking primary responsibility for driving client satisfaction with service delivery. They serve as primary contact to direct resources and activities within the Fiserv organizations as it relates to client operational issues. This role partners with the Account Executives to live the Fiserv Values through every aspect of our interaction internally and externally.  Proper execution results in increased client satisfaction, revenue growth due to sales opportunities and new client potential based on positive client references.

KEY ACCOUNTABILITIES:
• Utilize consultative approach to demonstrate our dream to maximize client’s growth & profitability.
• Develop a plan to secure timely Service Agreement Renewals.
• Timely and accurate implementation of client projects
• Enhanced client relationships / client retention
• Meet or exceed targeted goal of client satisfaction
• Enterprise Problem prevention and resolution

RESPONSIBILITIES / ACTIVITIES:
• Understand business problems and strategic objectives; develop formal proposals for additional products & services that address client needs.
• Ensuring quality delivery of products and services for their assigned clients
• Provides oversight, proactive planning and is aligned closely with Fiserv conversions, implementations, development, product management and client services
• Develops and manages operational and technical relationships through in-person visits and phone calls to help carry out their account plan
• Monitor client happiness, facilitate improvement as needed, and regularly stay in touch with client’s key stakeholders
• Acts as the primary point of contact for issue resolution and escalation
• Ensures metrics are met or exceeded; drives Client satisfaction through gathering and disseminating feedback to drive performance improvements
• Provides various levels of reporting on accomplishments and in-process activities
• Analyze Client Surveys with the Client Partner to identify areas for improvement and development of action plans

*The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

REQUIRED QUALIFICATIONS:
• Bachelor’s degree strongly preferred
• 5+ years’ experience with emphasis on banking/financial technology or the financial industry.
• 5+ years’ experience with customer service/contact experience, preferably in a financial institution environment
• Extensive experience in establishing and conducting face to face relationship-based meetings with managers and executives