The Director of Account Management is responsible for the successful leadership and support of the Fiserv Account Management function. This includes motivating a team of Account Managers to develop a highly effective strategy for managing each client relationship; assuring client retention, cross sale revenue generation, client satisfaction, consultative partnerships and industry relations.
Key Accountabilities
Client renewals and retention
Cross sale revenue generation
Meet or exceed the targeted goal for customer satisfaction.
Coach, monitor and develop staff to improve performance and enhance capabilities
Ensure systems / processes are operating efficiently
Produce accurate and timely administrative reports and account plans
Key Competencies
Systematic Thinking / Planning
Organizing Resources
Forward Thinking
Communication
Leadership
Coaching and Developing Others
Financial Analysis
Consultative Selling Skills
Essential Job Responsibilities
Maximize client retention by working closely with the Account Managers on:
Retention efforts, evaluating and escalating retention issues internally when necessary
Evaluating client survey results and developing an action plan to improve satisfaction.
Ensure client satisfaction through the principles of service excellence by:
Interfacing with clients, escalating critical satisfaction issues, coordinating FOCUS meetings, SPC (Strategic Planning Council), and exposure at regional and national meetings.
Analyze the business needs and requirements of the client base and how Fiserv products can meet those needs.
Support the integrated sales program by cross-selling other Fiserv products and services to meet client needs and business objectives.
Maintain training and support structures to aide Account Managers in their selling/ and service efforts.
Manage the contract negotiation process ensuring acceptable revenue and profit growth.
Develop and maintain close relationships and alliances with the largest and most complex current and prospective clients.
Maintain a leading edge, visibility and consultative capability in the industry by providing commentary and insights to various industry trade groups and attending trade meetings.
General Management Responsibilities
Understand company and department objectives, translating goals into a clear workgroup and individual performance plans; ensuring a steady progress toward the targeted goals. Recognize business risks and trends that will impact the goals and make necessary adjustments to plans and resources to accommodate changing demands.
Enhance departmental products and services by establishing metrics, analyzing processes, utilizing customer feedback and implementing best practices to ensure high-quality deliverables that are on time and within budget.
Monitor departmental budgets, using reporting tools as a way to improve operating efficiency, reduce costs, or improve service and quality.
Provide management with timely and accurate reports along with other information necessary to track progress towards goals.
Understand customer needs and allocate resources to address the needs.
Build strong, diverse teams with capabilities to effectively handle department responsibilities, collaborating with other internal resources as necessary; encourage employees to share knowledge and learn from each other.
Conduct timely individual and team meetings to communicate procedural changes, company, group, and business unit updates, project status information, goals, objectives, and performance expectations
Meet regularly with individual staff members to review progress toward each ones operational performance work plan (OPW).
Establish behavioral, developmental, and results metrics and coach for performance excellence
Provide timely and effective recognition
Resolve problems as they arise and effectively administer corrective action when necessary
Identify and support developmental opportunities to encourage employee learning and growth.
Prepare and conduct effective annual performance appraisals.
The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.
Required Qualifications
Minimum of ten years work experience in the financial industry with an emphasis in customer service.
Minimum of 4 years experience leading a team with training, development and performance measurements
Knowledge of banking business and operations
Excellent written and verbal communications skills
Ability to present in front of all levels of an organization
Must be knowledgeable in the following: service pricing, contract negotiations, data processing contracts and legal impact of contracts
Must be able to travel within the United States
Preferred Qualifications
Bachelors Degree in Business Administration or Finance
Masters of Business Administration or Finance
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