Technical Account Manager

Fiserv•Alpharetta, WA

10d•Onsite

About The Position

The Technical Account Manager supports financial institution partner clients and their merchant clients across technical questions, escalations, onboarding needs and Commerce Hub platform interactions. You will work with clients, Bank Relationship Managers, Account Executives, Commerce Hub teams and cross-functional partners to resolve issues and improve the client support experience. This work helps clients adopt Fiserv solutions, manage technical changes and maintain reliable merchant services.

Requirements

5+ years of experience in technical account management, technical client support or client-facing technology roles in payments or financial services.
7+ years of experience in the financial services, merchant services or payments industry.
5+ years of experience coordinating technical issue resolution, incident management or client escalations across cross-functional teams.
Experience using Microsoft Office Suite, including Microsoft Project, Excel, Word and PowerPoint, to manage status reporting, project tracking and client communications.
Ability to explain complex technical topics to technical and non-technical audiences through written documentation and verbal communication.
Ability to analyze data, conduct root cause analysis and document technical findings, recommendations and next steps.
Bachelor’s degree or higher in business, computer science, mathematics, physics, engineering or a related field, or equivalent combination of education, related experience and/or military experience.
Must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Nice To Haves

Experience with Commerce Hub solutions.
Experience with internal systems at Fiserv.
Project management or Scrum certification.
Experience supporting Application Programming Interface integrations or semi-integrated payment solutions.

Responsibilities

Serve as the technical point of contact for client questions, escalations, incidents and issue resolution through the full life cycle.
Explain Fiserv technical stack, Commerce Hub capabilities, platform strategy and technical direction to technical and non-technical audiences.
Develop and maintain an understanding of client technical strategies, integration models and merchant services requirements.
Lead investigations, root cause analysis and troubleshooting for escalated technical issues across internal teams and client stakeholders.
Coordinate technical projects, implementation activities, transitions and commercialization efforts to support merchant onboarding and portfolio growth.
Manage technical playbooks, status reporting, Enterprise Marketplace updates and communication of technical changes.
Partner with Relationship teams, Account Executives and Commerce Hub Developer teams to support solution adoption, direct Application Programming Interface integration and semi-integration needs.

Benefits

Fuel Your Life program to support your physical, financial, social, and emotional well-being.
Paid holidays and generous time away policies.
No-cost mental health support through Employee Assistance Programs.
Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
Eight Employee Resource Groups to foster a collaborative culture and expand your network.
Unparalleled professional growth with training, development, and internal mobility opportunities.
Medical, dental, vision, life, and disability insurance options available from day one.
Retirement planning including 401k match and discounted shares with the Employee Stock Purchase Plan.
Tuition assistance and reimbursement program.
Paid parental and military leave.