What does a successful Senior Customer Success Manager do within the Enterprise Biller and Receivables Solutions (EBRS) Team at Fiserv?
As a Senior 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 or Master’s degree.
5+ years of experience in sales or account management in a client-facing role.
2+ years of subject matter expertise with SaaS products.
Ability to effectively communicate with customers at the C-Level, advanced 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.
Solid understanding of customer-facing team challenges and a demonstrated ability to streamline processes to support client success delivery. Experience handling complex implementations and escalations.
A track record of creating and updating success plans consistently with all accounts in your portfolio.
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).
Advanced 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. Willing to train & provide guidance to junior CSMs with sales tactics.
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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.
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