Engagement Director

Responsibilities

• Account Growth, Strategy, and Sales Expansion:
• Together with Executive Leadership, create growth strategies and opportunities, within a specified practice area.
• Build and nurture long-term client relationships, understanding their business needs and challenges.
• Identify opportunities to expand services and solutions within assigned accounts to increase revenue.
• Collaborate with sales teams to craft tailored proposals and presentations that align with client objectives.
• Participate in negotiating contract renewals and upselling opportunities, ensuring alignment with client goals and organizational capabilities.
• Service Delivery and Contract Management:
• Serve as the primary point of contact and information resource to clients. Retain customers through proactive contacts, thorough follow-up on outstanding issues, and professional contract negotiations.
• Oversee the delivery of services as outlined in contracts, ensuring high-quality execution and adherence to agreed timelines.
• Act as the primary escalation point for clients, addressing and resolving issues promptly to maintain client satisfaction.
• Monitor project performance and service delivery metrics, providing regular status updates to stakeholders.
• Ensure compliance with all contractual obligations, including reporting and deliverables.
• Program/Project Kickoff and Management:
• Lead project initiation processes, including assisting with scope definition, stakeholder alignment, and resource planning when requested.
• Serve as the primary point of contact for clients during the kickoff phase, ensuring clear communication and expectation setting.
• Develop engagement plans, timelines, and milestones to guide successful project execution.
• Facilitate regular engagement team meetings to ensure alignment on milestones, challenges, and progress. Provide resource guidance, around the engagement, as needed.
• Collaboration and Team Leadership:
• Coordinate cross-functional teams, including sales, operations, and technical staff, to deliver seamless client experiences.
• Communicate to Resource Management and Human Resources any professional or personal growth opportunities identified within each engagement.
• At the request of Resource Management and/or Human Resources, act as a mentor to guide team members in professional growth.

Requirements

• Bachelor's degree in business, project management, or a related field or the equivalent years of experience.
• 5+ years of experience in account management, project management, or client engagement roles.
• Proven ability to manage complex projects and build strong client relationships.
• Strong analytical, problem-solving, and negotiation skills.
• Excellent verbal and written communication skills.
• Proficiency in project management tools and CRM platforms.
• 10+ years of experience in specific practice area
• Ability to interact with Executive Leadership (C Suite)
• Preferred Skills:
• Strategic thinking with a client-first approach.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Exceptional leadership and interpersonal skills.
• Commitment to continuous improvement and client satisfaction.
• Benefits at Fiserv:
• Fuel Your Life program to support 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 e

Benefits

Additional Information

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 Engagement Director Position Overview: This resource is a highly motivated and results-driven Engagement Director to join our team. In this role you will lead business relationships with a portfolio of clients from a strategic and consultative perspective. The Engagement Director will play a critical role in ensuring the successful delivery of services, driving account growth, and fostering strong client relationships within the financial services industry. This role requires exceptional communication, project management, and strategic planning skills to effectively oversee project kickoffs, identify new business opportunities within accounts, and ensure service delivery meets contractual commitments.

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