Fiserv Service Management -Professional II in Cleveland, Ohio
What does a great Service Management – Professional II do?
A high-performing Service Executive is needed to help us meet our customer strategic goals. There is always new product development that keeps the position interesting as we are an innovated competitive company. You will be assigned a set of clients that you will be responsible for assisting with operational needs. In addition, the position is responsible for building client relationships and driving resolution to internal and external issues through influence and leadership behavior.
In this role, you can look forward to:
•Proactively manage the operational requirements of assigned client base; ensuring quality delivery and maintenance support of all products and services to assigned client base.
•Manage the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded
•Be responsible for managing and developing operational relationships for assigned client base; taking primary responsibility for driving client satisfaction with service delivery.
•Sell the value proposition and build relationships at all levels of the client organization; client contact is usually at mid-management level.
•Collaborate with Account Executive on account planning.
•Collaborate with Marketing team on client growth opportunities
•Serve as primary contact to direct resources and activities within the Fiserv organization as it relates to Client operational issues.
•Proactively identifies opportunities for process improvements between Fiserv and assigned client base; including but not limited to cost saving initiatives
•Responsible for providing oversight for the research, definition, writing, and testing of specific client requests.
•Responsible for preparing and delivering operational Account Reviews and performance reporting as it relates delivery of services, SLA’s and KPI’s.
•Participates in implementations and ensures ongoing services are delivered on time and meet client requirements by facilitating matrix team resources to ensure project timelines are met
•Builds and maintains strong client relationships, and participates in client meetings regarding performance to ensure client satisfaction
•Ensures that operational teams and matrix teams (subcontractors) maintain a clear understanding of the client's needs, and provides day-to-day client advice and support
•Does require travel and oncall
Basic Qualifications for Consideration:
•High school education required, bachelor's degree preferred
•1+ years of Excel experience
•Account management experience
•Possesses strong knowledge of application and financial industry as it pertains to assigned client base
•5+ years of customer support experience. Previous financial services industry experience is a plus.
•Consultative selling skills
•In-depth knowledge of banking industry and bank operations
•Excellent relationship building skills
•Aptitude for technology and analysis tools
•Executive presence to influence senior decision-makers
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