• Provide high-quality, autonomous Implementation project support to CyberSource’s customer base, including troubleshooting and resolution, through phone calls and emails.
• Be an expert in CyberSource’s products and services from both a technical and software integration perspective and represent that in-depth knowledge throughout the client engagement.
• Drive technical communications with the client’s technical team, project team, and exec teams, ensuring transparent and collaborative partnership at all levels of the merchant business.
• Proactively resolve business & technical problems encountered during projects, managing internal and external stakeholders to achieve results.
• Consult with clients to assess project requirements and produce achievable Statements of Work, guiding the clients to alternative Products/Services/Processes, where necessary,
• Exemplify excellent customer service for the benefit of the clients and internal employees, by creating a consultative and engaged relationship with the merchant.
• Maintain a thorough knowledge of the merchant’s business objectives as a key driver to the project direction and timelines.
• Build on opportunities within existing businesses as each project progresses, either due to white space or new product/service offerings, to enhance the merchant’s long term success.
• Mentor and guide the CyberSource Enterprise Technical Support team as technical subject matter expert and problem solver.
• Develop best practice advice on CyberSource products and services and the vertical to be shared internally and externally.
• Advocate and drive product enhancement requests with our cross-functional teams.
• Establish standard project markers and align client expectations with feasible project goals, delivering excellent project care for the duration of the engagement.
• Identify and drive process improvement within the team
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
• Well demonstrated Implementation Support or Project Management experience
• Expert coding or technical architecture experience. Must have knowledge of API's and programing languages
• Strong relationship management skills and experience and an ability to plan strategically
• Able to skillfully prioritize and manage concurrent projects and issues.
• Excellent written and verbal communication skills. Conversant in English.
• Experience in working with cross-functional/cross-departmental and virtual teams
• Self-starter with strong organization and resolution management skills
• Must work well as a part of a team
• Must demonstrate strong complex problem solving capabilities
• PRINCE2, PMP or similar project management certification preferred
• Thorough understanding of CyberSource products and services
• Should be experienced with working in matrixed organizations
• International banking knowledge, gained from merchant work experience preferred.
