Customer Success Manager

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We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

What does a successful Customer Success Manager do within the Enterprise Biller and Receivables Solutions (EBRS) Team at Fiserv?

As a Customer Success Manager, you will serve as a product and industry expert, effectively supporting and growing Fiserv's most strategic and complex client relationships within the Enterprise Biller and Receivables Solutions (EBRS) team. You will be responsible for helping clients realize the maximum value of EBRS solutions and unlock revenue-driving outcomes.

What you will do:

• Develop and implement customer strategies to drive adoption, usage, and retention of EBRS solutions.

• Manage high-value, strategic accounts with complex needs through recurring business reviews and ongoing engagement strategies.

• Act as a key bridge between internal product and engineering teams and clients to ensure client retention and growth throughout the customer lifecycle, leading to a positive and measurable ROI.

• Develop frameworks for improving customer retention and expansion, and drive those initiatives forward.

• Helps develop and deliver business reviews (with Relationship Managers) with all accounts. Able to manage portfolios independently, effectively, and proactively without guidance from senior management.

• Help coordinate internal teams to deliver exceptional client experiences, including streamlined client transitions to support and issue mitigation.

• Explore opportunities for expansion with clients and partner with leadership to upsell and cross-sell to the install base.

• Align Fiserv's product requirements with clients' overall business and functional objectives.

• Monitor and analyze client data to identify areas for improvement and proactively address potential issues.

• Lead key initiatives such as customer education or product feedback loops.

• Advocate for the voice of the customer within Fiserv.

What you will need to have:

• Bachelor’s / Master’s degree

• 3+ years’ experience in sales, or account management as a client facing role

• 1+ years of subject matter expertise with SaaS products

• Ability to effectively communicate with customers at the C-Level, professional negotiation and sales training, comfortable presenting complex information in business reviews to executives. Builds relationships with multiple levels of customer contacts from day one and maintains proactive contact throughout the customer journey.

• Competently leading and driving issues or challenges to full resolution professionally and effectively. Knowing when to involve Fiserv leadership but not leaning on management to resolve issues. Finding creative solutions for systemic issues proactively.

• Good understanding of customer-facing team challenges and a demonstrated ability to streamline processes to support client success delivery. Work experience handling implementations and escalations challenges.

• A track record of creating and updating success plans consistently with all accounts in your portfolio.

• Flexibility to travel occasionally to client or partner locations

What would be good to have:

• Experience in a B2B SaaS company.

• Track record of achieving sales/growth targets within your portfolio.

• Knowledge of the payment industry (Payment gateway, processor, credit card, and/or ACH).

• Working knowledge of portfolio although some areas to learn. Track record of identifying areas of expansion/upsell through leading questions. Active listener to tailor products to client needs but can work on delivery. Demonstrated performance within revenue driving activities with repeated use of team’s CRM tools.

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*In order to be considered, you must be legally authorized to work in the U.S. without need for sponsorship now or in the future.

Salary Range

These pay ranges apply to employees in New Jersey, New York and California. Pay ranges for employees in other states may differ.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

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