• CS Development and Customer Strategy

    Fiserv (New York, NY)


    Calling all innovators - find your future at Fiserv.

     

    We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

     

    Job Title

     

    CS Development and Customer Strategy

     

    Customer Success Development and Strategy

     

    As a leader of CS Development and Customer Strategy, you will be responsible for shaping and driving the restaurant upper market customer strategy for how we proactively engage with our customers, ensuring effective customer communication that both drives retention and identifies expansion, and empowering the Customer Success Team through enablement initiatives to provide a best in class customer service experience. Additionally, you will help manage internal communication and lead various aspects of Customer Success people management, including assisting in hiring, team development, and change management.

    What you will do:

    + Oversee CS Development, providing the Customer Success department with the resources, tools, and training needed for success.

    + Work closely with CS Workstreams tied to upper market restaurant to ensure each CS Team is trained and set up for success before major milestones of Pilot, Launch and Scale.

    + Facilitate internal communication to ensure alignment across departments and within Customer Success.

    + Assist with Customer Success team staffing, including hiring, onboarding, performance evaluation, and compensation planning for scaling upper market restaurant products and servicing.

    + Manage weekly CS Roundup meetings providing important updates to the department and coordinating speakers from Product, Marketing, and Sales where need be.

    + Define and execute upper market restaurant customer outreach and communication strategies that align with business goals and drive customer satisfaction. (Retention, Expansion, NPS, LTR)

    + Define and execute upper market restaurant customer outreach and communication strategies to support land and expand opportunities.

    + Lead efforts in upper market restaurant customer communication, ensuring clarity, consistency, and proactive engagement with our customer base per customer segment.

    What you will need to have:

    + A sense of confidence and institutional expertise.

    + Strong attention to detail and willingness to always be there for the customer internally (CS members) and externally (restaurants.)

    + Passion for, and strong understanding of, the restaurant industry space.

    + Working knowledge of restaurant software products.

    + Excellent leadership, communication, and interpersonal skills.

    + Strong organizational skills and ability to manage multiple priorities.

    + Experience in people development and coaching.

     

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    What would be good to have:

    + Experience in a B2B SaaS company.

    + Track record of achieving sales/growth targets within your portfolio.

    + Experience on partnership with Product, Product Ops, and Product Marketing as well as the Fiserv HR, Systems and Sales teams.

    + 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.

     

    Salary Range

     

    $114,100.00 - $192,200.00

     

    _These pay ranges apply to employees in New Jersey, New York and California. Pay ranges for employees in other states may differ._

     

    It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

     

    For incentive eligible associates, the successful candidate is eligible for an annual incentive opportunity which may be delivered as a mix of cash bonus and equity awards in the Company’s sole discretion.

     

    Thank you for considering employment with Fiserv. Please:

     

    + Apply using your legal name

    + Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

    Our commitment to Equal Opportunity:

    Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.

     

    If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact [email protected] . Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

    Note to agencies:

    Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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