Senior Director of Relationship Management - Operational Leadership

Fiserv•Mississauga, ON

About The Position

As Senior Director of Relationship Management, you will take ownership of and elevate Fiserv’s most strategic, high-value client relationships — a portfolio of marquis accounts that drive transformative revenue and shape our product direction. You will partner with relationship managers (direct reports) that engage with C-suite leaders to create joint roadmaps, unlock cross-sell and innovation opportunities, and deliver commercial outcomes that strengthen Fiserv’s market leadership.

Requirements

10+ years of experience in enterprise account management and strategic portfolio leadership for marquis or high-value clients.
10+ years of experience in enterprise sales, renewals, and expansion, including developing and executing retention and growth strategies for accounts > $50M in annual processing revenue.
10+ years of experience negotiating and structuring large enterprise contracts and Statements of Work with cross-functional stakeholders.
5+ years of experience using CRM platforms, specifically Salesforce, for account planning, forecasting, and pipeline management.
8+ years of experience with payments industry standards and networks such as PCI DSS, NACHA, Visa, Mastercard, and Interac.
8+ years of experience in financial analysis and executive reporting using Excel, Power BI, or Tableau.
8+ years of equivalent combination of educational background, related experience, and/or military experience.
Applicants must be legally authorized to work in Canada to be considered for this position.
Only candidates who are Canadian citizens, permanent residents or who hold a valid open work permit will be considered for this role.

Nice To Haves

Demonstrated experience driving net-new revenue and expansion within large enterprise accounts.
Deep knowledge of the Canadian payment's ecosystem and regulatory environment.
Proven success in stakeholder engagement at the executive and board levels.
Experience partnering with Product and Engineering to translate client needs into product roadmaps.
Experience managing global or multi-jurisdictional accounts.

Responsibilities

Lead strategy and delivery for a team of RM’s who own a portfolio of marquis accounts, owning retention, renewal, and expansion outcomes to meet revenue and profitability targets.
Serve as one of the primary executive sponsor and trusted advisor to C-level and senior stakeholders, shaping long-term partnerships and joint roadmaps.
Develop account plans, risk mitigation strategies, and commercial proposals; coordinate Sales, Product, Professional Services, Delivery, and Legal to deliver integrated solutions.
Drive contract negotiations, renewals, and commercial terms for large enterprise agreements and Statements of Work.
Use performance metrics and monthly business reviews to identify service gaps, implement remedial actions, and reduce client and Fiserv liability.
Identify and prioritize expansion opportunities; work with Sales and Product teams to convert opportunities into measurable revenue growth.
Mentor and influence Relationship Managers and cross-functional teams to elevate client engagement practices and execution.
Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Benefits

Fuel Your Life wellness program with activities and rewards to support total well-being
Paid statutory holidays, Recharge & Refuel vacation (years-of-service tiers), and a Paid Sick Time program
No-cost, confidential support through the Employee Assistance Program (EAP) for you and household members
Recognition through Living Proof, with points redeemable for merchandise and gift cards
Eight Employee Resource Groups to build connection and inclusion
RRSP with 100% company match up to 5%, a Non-Registered Savings Plan (NREG), and an Employee Stock Purchase Plan (ESPP)
Comprehensive extended health care and vision benefits, plus dental coverage
Company-paid Basic Life and AD&D, with optional life and AD&D coverage available
Company-paid Short-Term Disability and Long-Term Disability income protection
Emergency medical coverage for out-of-province/out-of-country travel via extended health benefits