Technical Account Manager
About The Position
The Technical Account Manager supports Fiserv enterprise partner clients and their merchant clients with technical questions, escalations, onboarding, and interactions across Fiserv platforms, including acquiring, merchant acquiring, ACH processing, and bill presentment and payment solutions. The role supports large utility clients that collect revenue through channels such as web and eCommerce, Text to Pay, printed bills with URLs or QR codes, and walk-in cash payments. Working with enterprise clients, relationship managers, customer success managers, and Fiserv product management teams, the Technical Account Manager guides clients as they deploy Fiserv solutions to improve bill presentment and payment experiences. The position serves as a senior technical and business-process interface for clients, manages communications and technical playbooks, and leads investigation and resolution of escalated technical issues.
Requirements
- 5+ years of experience in technical account management, technical pre-sales engineering, or client-facing roles in payments, bill presentment, and enterprise IT software, including ERP and revenue collection through web, mobile, eCommerce, and card-present applications.
- 7+ years of experience in the merchant services or payments industry for highly regulated verticals such as investor-owned utilities.
- 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, for status reporting, project tracking, and client communications.
- Ability to explain complex technical topics to technical and non-technical audiences through written documentation, verbal presentations, and design meetings.
- Ability to analyze data, conduct root cause analysis, and document technical findings, recommendations, and next steps.
- Bachelor’s degree or higher in computer science, mathematics, physics, engineering, or a related field, or an equivalent combination of education, related experience, and/or military experience.
- Valid and unrestricted U.S. work authorization; sponsorship is not available now or in the future.
Nice To Haves
- Experience with Fiserv’s Acquiring and reporting solutions such as Commerce Control Center, as well as payment orchestration via API solutions.
- Experience with internal systems at Fiserv.
- Project management (PMO) or Scrum certification.
- Experience supporting Application Programming Interface integrations or semi-integrated payment solutions.
- Experience with Oracle Cloud ERP for Utilities or prior versions of Oracle CC&B or SAP Utilities Software.
Responsibilities
- Serve as the technical point of contact for client strategic questions, escalations, operational best practices, and issue resolution throughout the full life cycle.
- Manage technical playbooks, status reporting, and communications as the senior technical and business-process interface to large clients.
- Understand printed bills and electronic bill delivery through SMS, email, bank eBills, paper bills, and walk-in cash payments.
- Explain a broad range of Fiserv product capabilities to large clients’ IT and business senior management.
- Develop and maintain an understanding of client technical strategies, integration models, and payment services requirements.
- Lead investigations, root cause analysis, and troubleshooting for escalated technical issues across Fiserv teams and client stakeholders.
Benefits
- Annual incentive opportunity for eligible associates, which may be delivered as a mix of cash bonus and equity awards at the company’s discretion.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
