Director, Account Manager

About the role

The Director, Account Management leads service and operational engagement for large and mid-tier clients across Fiserv. You will lead a team of Account Managers who strengthen client relationships, manage escalations and support enterprise service outcomes. Your work helps improve client experience, operational performance and revenue growth.

Responsibilities

• Lead a team of Account Managers supporting strategic client relationships across Fiserv.
• Develop an enterprise service model that improves client engagement, service consistency and operational outcomes.
• Strengthen client relationships by guiding account plans, escalation response and cross-functional coordination.
• Coach Account Managers on relationship management practices that expand client engagement across stakeholder groups.
• Assess service performance data to identify opportunities that improve efficiency, effectiveness and client outcomes.
• Monitor key benchmarks and operational indicators to track service performance and client support quality.
• Partner with internal teams across Fiserv to resolve client issues and align support plans with business priorities.

Requirements

• 10+ years of experience in client services, account management or implementation management for financial services clients.
• 10+ years of experience working in financial services, banking technology or payment services environments.
• Experience managing and developing teams.
• Experience resolving client escalations, prioritizing competing work and driving measurable service outcomes.
• Experience using service performance metrics, operational benchmarks and client relationship data to guide decisions.
• Ability to work outside of standard business hours as needed to support client escalations and business needs.
• Bachelor’s Degree and/or a related field or equivalent combination of education, related experience and/or military experience.

Qualifications

• Experience supporting Signature, Premier or DNA product lines.
• Project Management Professional certification or project management experience.
• Experience working with senior banking leaders and decision-makers.
• Experience in account management, operations or client relationship management roles.

Benefits

• Fuel Your Life program to support your physical, financial, social, and emotional well-being.
• Paid holidays and generous time away policies.
• No-cost mental health support through Employee Assistance Programs.
• Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
• Eight Employee Resource Groups to foster a collaborative culture and expand your network.
• Unparalleled professional growth with training, development, and internal mobility opportunities.
• Medical, dental, vision, life, and disability insurance options available from day one.
• Retirement planning including 401k match and discounted shares with the Employee Stock Purchase Plan.
• Tuition assistance and reimbursement program.
• Paid parental and military leave.

Schedule

This role is on-site Monday through Friday. Travel required (25%+).