Enterprise Account Manager

Job Description

Service Delivery Manager Enterprise Accounts & Partners Location - Thane About the Business Fiserv, Inc. (NASDAQ: FISV) aspires to move money and information in a way that moves the world. As a global leader in payments and financial technology, the company helps clients achieve best-in-class results through a commitment to innovation and excellence in areas including account processing and digital banking solutions; card issuer processing and network services; payments; e-commerce; merchant acquiring and processing; and the Clover cloud-based point-of-sale and business management platform. Fiserv is a member of the S&P 500® Index and one of Fortune® World’s Most Admired Companies™. Responsibilities Provide clients with proactive outreach interaction and timely responses to service requests and product solutions. Regular client interlocks involving technology, product, operations and business teams between Fiserv and the client) Liaison between Fiserv and its clients/customers, working to resolve problems and ensure services and solutions are delivered as expected. Define client satisfaction metrics & review and improve operating model. Responsible for ensuring adherence to Key metrics such as Responsiveness – Operations, BAU, Client Advisory Timeline commitments – Work Requests Delivery quality – Defects per package SLA management Complaints / Escalations Act as a point of contact for issues and co-ordinate with multiple internal stakeholders for effectively resolving client queries and issues. Planning, organizing, and developing training curricula, materials, and programs for clients. Create plans to address clients’ business needs, customizations, and coordinate with internal projects team to address them. Participate in project delivery - supporting clients and Fiserv delivery teams. Key projects / BAU Program deliverables Monitor and measure Client satisfaction through NPS and LTR measures. Requirements Experience of at least 10 years as a client service delivery personnel for financial software and services companies Understanding of Merchant Acquiring business, POS terminal operations, and knowledge of hospitality payment solutions would be preferable. Ability to manage, track, monitor and communicate with various external stakeholders such as clients, vendors etc. Self-Driven and with a positive customer focused attitude Excellent interpersonal and communication skills