Senior Technical Account Manager- Acceptance Solutions

Company Description Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.

Progress starts with you.

Job Description Cybersource, a Visa company, is a global leader in eCommerce payment management. Cybersource was one of the world's first payment gateways, connecting online merchants to payment networks, including Visa. Today, Cybersource offers a full-service payment management platform for eCommerce merchants, combining global payment processing, fraud management and payment security systems

What a Senior Technical Account Manager does at Visa:

A Senior Technical Account Manager (Sr. TAM) is the main technical liaison for Cybersource’s client base, managing relationships with our highest value reseller partners. This individual will be responsible for engaging our reseller partners on new products, requirements, and issue management, and the individual will have a vital role in ensuring that our partners’ integrations are functioning optimally. The candidate will also work with our Alliances organization in fostering the relationships with our valued partners, and will play a key primary role during business reviews, trainings, and presentations

In this role, you are expected to:

Act as the primary technical point of contact for our largest high-value reseller partners, addressing any technical challenges or payment questions that may arise

Oversee and coordinate implementations with reseller partner, and provide consultative integration guidance for new partners/merchants

Proactively monitor client activities and collaborate with Visa teams to identify opportunities, recommend solutions, and drive initiatives that accelerate growth, optimize performance, and safeguard the business.

Support in pitching value-add of Cybersource products and functionalities to partner’s business

Proactively suggest business opportunities for reseller partner and create win-win business models

Define engagement process and the operating model between reseller partner, merchants, and Cybersource teams

Own production issues end-to-end from escalation to resolution and client communication

Champion product enhancement requests with our cross-functional teams

Lead product trainings and perform merchant business reviews as needed

Build deep product knowledge in Cybersource products and services

Partner with our Alliance team to build relationships with technical and business contacts with our resellers

Engage directly with resellers in meetings

Aggregate key business inputs from client engagements to help track business requirements

Coordinate with the Technical Account Management team on shared initiatives/product matters

Travel is required (up to 20% travel)

Why this is important to Visa

The Senior Technical Manager (Sr TAM) are central operators to Authentication business teams across many Asia Pacific market teams and clients. To be successful as a Senior TAM, you will need to become a subject matter expert, a great coordinator of programs and thrive in a very strong teamworking culture. Your ability to support the Authentication services will directly impact our clients trust in our brand and technology in the payment industry and money movement ecosystem.

Qualifications What you will need:

This is an incredibly exciting time to join the Cybersource Client Services team. You will be operating in a fast paced, unstructured setting to contribute establishing a new business line. You will work with strategically important clients of Visa to deploy and operationalize new use cases by collaborating with a high performing team.

Bachelor’s Degree in Computer Science, Information Technology or equivalent

8+ years of experience in a Customer Support/Account Management role strongly preferred

Proven track record of a strong customer focus

A track record of a strong customer focus

Comprehensive understanding of CyberSource Reseller Partner model required (can be learned)

Strong understanding of technical concepts, programming languages (Java, C/C++, Perl, etc.), and markup languages (HTML, XML)

Ability to manage multiple, concurrent priorities across merchant projects and production issues

Ability to articulate complex topics to both technical and business audiences

Ability to conduct hard negotiation with clients under stretched terms

Ability to learn complex concepts quickly

Excellent written and verbal communication skills in English and Bahasa Indonesia

Self-starter with strong organization skills and resolution management

What will also help:

3+ years of payment industry experience

Experience in Card-not-present/Card-present and risk mitigation methodology

Experience working with cross-functional/cross-department teams

Experience in project management

Subject Matter Expertise in multiple areas such as card payments, products and services, payment technologies, wallet services gained through years of experience supporting clients and new product initiatives within a payment-processing environment

Additional Information Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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