Shape customer success at Fiserv as a Senior Manager in Customer Success Strategy & Journey Management. Drive engagement and enhance merchant experiences across the lifecycle through cutting-edge strategies.
In this impactful role, you will lead customer journey strategies for various client segments, including SMB and Strategic clients. Your focus will include creating mapping frameworks, improving retention rates, and building engagement models that enhance loyalty and growth. Collaborate with cross-functional teams to refine service tiers and incorporate client feedback into strategic improvements.
Key Responsibilities:
• Design end-to-end customer journey strategies
• Develop segmentation frameworks for different client types
• Optimize the onboarding and activation processes
• Establish governance and service metrics for improvement
• Create industry-specific success playbooks for verticals
Requirements:
• 10+ years in customer success strategy
• Experience with SQL, Tableau, or similar tools
• Proven cross-functional leadership in similar environments
• 6+ years in CRM platforms like Salesforce
• Ability to analyze and improve operational performance
Lead customer success initiatives using data and insights to enhance client journeys at Fiserv.
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