What does a successful Senior Director, Client Implementations do? As the leader of the Client Implementations function, you are responsible for delivering our product to new and existing clients, from the completion of a new sale to the first new client transaction/experience going live on the platform. You will lead the team chartered with managing a large portfolio of implementations, and you will be responsible for ensuring the implementation projects go live on time and on budget, while exceeding client expectations.
What you will do:
- Lead the Client Implementations team for all Enterprise Biller and Receivables products.
- Engage directly with clients in the implementation sizing and requirements definition phases – including negotiation of implementation costs and terms.
- Partner closely with internal product, sales, engineering, and support teams to deliver an excellent client experience – efficiently and at the right margins.
- Oversee the implementations portfolio across both direct staff and systems integrator (SI) partner-driven projects.
- Transform and develop the talent profile of the team towards a mix of technical and client-facing skills.
- Define and measure the health of the implementation’s portfolio, while continuously improving process efficiency and client experience.
- Transform implementation process management with a focus on improving “time to first transaction” performance and introducing automation throughout the implementation lifecycle.
- Improve documentation of the client implementation process.
- Be responsible for the financial performance of the client implementations function.
What you will need to have:
- 10+ years of experience leading technical or implementations functions.
- 5+ years of experience leading a large portfolio of technical work – preferably in client implementations.
- 5+ years of experience handling client escalation with ability to perform technical troubleshooting.
- 5+ years of experience client-facing functions, with preference for direct negotiating experience.
- 5+ years of experience in CRM tools, specifically Jira and Confluence.
- Bachelor’s degree in computer science, engineering, or a related field and/or equivalent military experience.
What would be great to have:
- 5+ years of experience using Microsoft technologies (.Net, SQL), tools (DevOps), and cloud technologies (Azure, Snowflake, AWS, Google Cloud, etc).
- Experience providing technical support and troubleshooting assistance to resolve issues with payment processing systems.
Perks at Work:
- We’re #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one.
- Maintain a healthy work-life balance with paid holidays, generous time off policies, including Recharge & Refuel time for qualifying associates, and free counseling through our EAP.
- Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan.
- Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards.
- Prioritize your health with a variety of medical, dental, vision, life and disability insurance options and a range of well-being resources through our Fuel Your Life program.
- Advance your career with training, development, certification, and internal mobility opportunities.
- Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.
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