Technical Customer Success Manager

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Were 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 were 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 Customer Success Manager Does:

As a Senior Technical Customer Success Manager you will be the team's technical Subject Matter Expert (SME) rotating between clients and acting as a crucial bridge between our Customer Success Managers (CSMs) support solutions product and engineering functions. You will ensure clients are retained and grow throughout the customer lifecycle leading to a positive and measurable ROI and will be responsible for aligning our products requirements with our clients overall business and functional objectives.

What you will do:

• Assist customers with API integrations and technical troubleshooting

• Conduct technical workshops and act as a bridge between CSMs and Product/Engineering

• Contribute to technical documentation and best practices

• Provide feedback to the product team and influence roadmap decisions

• Serve as a subject matter expert for the product and industry

• Manage high-value strategic accounts with complex needs

• Work closely with engineering on complex customer technical issues

• Be a key bridge between internal product/engineering teams and our clients to ensure clients are retained and grow throughout the customer lifecycle leading to a positive and measurable ROI

• Explore opportunities for expansion with the clients and partner with leadership to upsell and cross-sell to install base clients

• Responsible for aligning our products requirements with our clients overall business and functional objectives

What you will need to have:

• Bachelors / Masters degree

• 5 years experience in Engineering Solutions Product Technical Support with client facing roles

• 2 years of subject matter expertise with SaaS products

• High level of technical competence. Expert in product domain they support has advanced training and understanding of markets that EBRS clients operate in.

• Communicates effectively with senior management. Comfortable leading or presenting sessions to User Groups and sharing insights to business or product leads. Reflect on previous Success Plans and navigate process of refining and creating a new one; ability to speak through the topics.

• Comfortable leading and driving a complex issue or challenge to full resolution by engaging Fiserv Leadership and client executives professionally and effectively. Ability to extrapolate and deliver an RCA. Skilled at recognizing problems when small and proactively resolving before escalations occur.

• Experience with APIs and other relevant programming language and Tools.

What would be good to have:

• Experience in a B2B SaaS company.

• Experience with Payment Processing life cycle such as Reversal Chargeback and Refund.

• Deep industry knowledge (payments Fintech SaaS) and ability to advise on best practices.

• Proficient knowledge of portfolio although several areas to learn. Shows signs of asking the right questions to identify expansion/upsell opportunities but not able to consistently close. Inconsistent performance within revenue driving activities with proficient use of teams CRM tools. May require support for sales strategies.

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*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

These pay ranges apply to employees in New Jersey New York and California. Pay ranges for employees in other states may differ.

It is unlawful to discriminate against a prospective employee due to the individuals 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.

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