at Fiserv in Dover, Delaware, United States
What does a great Enterprise Engagement Partner, DNA do?
An Enterprise Engagement Partner is part of an elite group of Service Management professionals that provide a customized service experience to either one or two strategic DNA clients. In addition to the attention on service excellence, an enterprise engagement partner leverages industry insights and experiences to establish credibility and become a “trusted advisor” and is responsible for having an understanding of the client’s strategic roadmap and aligning internal Fiserv resources/departments to support the realization of that strategy. This role carries the enterprise-wide ownership of the client experience, providing enhanced business value, a differentiated level of service and a ‘One Fiserv’ experience.
As an Enterprise Engagement Partner, you can look forward to:
+ Supporting 1 or 2 specific DNA clients and acting as their primary Fiserv liaison.
+ Meeting with assigned client(s) regularly to review and prioritize open cases, learn about new developments, plans, and projects for their business, and identifying opportunities for additional revenue and/or services to support customer initiatives.
+ Acting as the client’s advocate (voice of the client), championing their needs, and providing operational oversight of their relationship with Fiserv.
+ Earning the client’s trust by understanding and managing expectations and exceeding commitments.
+ Serving as the single point of escalation for all client issues with the Fiserv solutions they have purchased and/or service they receive from Fiserv in support of those solutions.
+ Anticipating and communicating impacts and implications related to client operational initiatives.
+ Empowered internal cross-functional teams to affect their client’s experiences daily and being accountable for their overall satisfaction with Fiserv and its products.
+ Delivering on multiple priorities through strong organizational skills and detail orientation.
+ Advocating and negotiating for both the clients’ and Fiserv’s best interest.
+ Exhibiting a passion for service.
+ Leadingand influencing with a calm, confident presence.
+ Conducting courageous conversations when necessary.
Basic qualifications for consideration :
+ 5+ years of experience working with customers in a service-related position
+ Ability to translate ideas and information into well thought out, clear and concise communications and presentations (both written and verbal)
+ Flexibility with availability for emergency production issues or project milestones
+ Ability to travel to the client sites on a scheduled cadence
+ High School Diploma or equivalent
+ Ability to travel up to 40%
Preferred qualifications for consideration:
+ Prior experience within Project Management specific to handling multiple projects at one time
+ Prior experience in the US financial industry
+ Prior experience with strategic consultative engagements
+ Proven problem-solving skills
+ Prior experience with DNA or other Fiserv product experience
+ Bachelors’ degree
Who We Are: A large part of our mission as an organization is to enable our clients to deliver financial technology solutions and enhance the customer/member experience. Fiserv offers the DNA core platform, designed to streamline operations, adapt to changing business needs, and manage relationships that exist between people, businesses, and accounts.
We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.