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As an influential Sales Leader, you will drive toward expanding Fiserv market share through the execution of solutions-based, value-driven, sales activities with existing and prospective clients. Fiserv sales teams have the courage to do what's right, demonstrate focus and work ethic, and are results oriented. The first and most important value at Fiserv is to do the right thing, so that's why our teams are tasked with operating with integrity and ethics. Everything we do has its roots in our aspiration, purpose and values. If this sounds like you, start the process to Find your Forward on the Global Sales team with Fiserv!

Success Profile

Every candidate has their strengths, and at Fiserv, we want to match you to a career that allows you to put your best foot forward. Do you have the competencies outlined below? If so, you might be an excellent candidate for a Sales career at Fiserv.

  • Achiever
    9
  • Competitive
    8
  • Results Driven
    10
  • Strategic
    9
  • Proactive
    9
  • Trustworthy
    10
10
  • Leadership
  • Good Listener
  • Confident
  • Communicator
  • Problem Solver
  • Persuasive
  • Team Player
  • Skilled Presenter

Benefits

  • Medical, Vision and Dental Benefits

    Comprehensive benefit plans to suit your unique needs

  • Fuel Your Life Wellness Program

    Resources to elevate your well-being

  • 401(k) and Employee Stock Purchase Plans

    When Fiserv performs well, so does your financial health

  • Employee Resource Groups

    Celebrating inclusion in the workplace

  • Providing the time off to manage personal needs

Responsibilities

Requisition ID R-10224294 Date posted 03/25/2021 State/Region New Jersey Additional Locations Remote, Georgia

What does a great Client Success Leader, Merchant Services do?

The Client Success Leader within our Merchant Services group is responsible for ensuring that our largest strategic clients are having the best possible experience as they work with Fiserv through all phases of the client lifecycle, while simultaneously working to accelerate revenue recognition for Fiserv. In this role, the Client Success Leader will work in conjunction with the Enterprise Sales Vertical Leads to support the broader portfolio of clients and ensure that Fiserv is providing a world-class client experience within that vertical portfolio. 

The position requires an experienced professional with the right mix of program management and relevant business management experience and skills, an ability to flex between strategic and tactical work streams, outstanding verbal and written communication skills, and a high level of energy and flexibility to get things done and thrive in a fast-paced, challenging and team-oriented product and services environment that aligns to clients within our Merchant Services group. The Client Success Leader is expected to lead by example, communicate openly, enable and inspire others, act decisively, and collaborate effectively.  The goal is to lead efforts to improve our processes, make our internal teams highly productive and continuously improve our client satisfaction metrics.  The Client Success Leader will embody Fiserv's leadership principles and champion the adoption of Client First behaviors, including a high sense of urgency to make our clients ‘likely to recommend’ Fiserv.  

To be successful in this role, you will:

  • Work with clients within an assigned industry vertical to help them define success for their engagement with Fiserv, based on measurable results and the achievement of the client’s business objectives

  • Communicate with assigned portfolio to gauge client satisfaction, make certain that we are on course to meet their success criteria and take corrective actions where needed 

    • during an extended sales cycle

    • throughout the Implementations project life cycle

    • at the completion of an Implementations project to gather feedback on the client experience

    • during at-risk implementation projects to determine how we can improve our delivery

    • as a follow-up to a client experience/satisfaction survey

    • as a follow-up to attending a Client Forum/Client Advisory Board

  • Maintain regular and ongoing contact with designated accounts within the vertical portfolio at all levels of their organizations; build and maintain trusted relationships with them to monitor their experience and act as a bridge between Sales/Product/Implementations/Marketing to provide feedback internally

  • Act as the vertical (and sometimes client) advocate to advise and rationalize changes to existing products/services/processes 

  • Document key processes and patterns in issue resolution, and align on key performance metrics such as response and resolution times to advise senior leadership on opportunities for improvement

Additional Responsibilities:

  • Remediation Management – when necessary, engage in a Program Management/SWAT Team leadership role on a specific account that is post-implementation and requires a remediation team to improve client satisfaction and client retention

  • Support significant client satisfaction escalations, working with the account team (Sales, Account Management, Strategic Account Management, Implementations) to triage and prioritize work efforts as well as ensure that Fiserv follows through on action plans to improve client experience

Qualifications for consideration:

  • 5+ years of relevant work experience in Client Success, Program Management, Relationship Management or similar role

  • Experience with large-scale, technologically complex accounts and/or Enterprise market clients

  • High School diploma or equivalent required; Bachelor’s degree preferred 

  • Ability to travel 30%

Learn more about Fiserv:

To support the total well-being of our associates, Fiserv takes a broad approach to our benefits. We offer a comprehensive benefits package that provides flexibility and affordability with a variety of medical, dental, vision, life insurance and disability options.

We are #FISVProud of our benefits and well-being programs. Our commitment to wellness, wellness education, preventive services and fitness activities are designed to meet you where you are.

Life moves fast. And as it does, we know most people aren’t thinking about “financial services”. But we are.

We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.

We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company’s approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.

Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the seventh consecutive year, we are committed to excellence and purposeful innovation.

We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer (Minorities/Females/Vets/Disabled/LGBT)

Explore the possibilities of a career with Fiserv and Find Your Forward with us.

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