Client Services – Technical Account Manager (Contract) – India

We are currently looking for a Technical Account Manager for the Cybersource Customer Support team to manage the relationships with our highest value partners and merchants. This individual will be responsible for engaging our partners/merchants on new products, requirements, and issue management, and the individual will have a vital role in ensuring that our partners’/merchants’ integrations are functioning optimally. The candidate will also work with our Alliances organization in fostering the relationships with our valued partners/merchants, and will play a key primary role during business reviews, trainings, and presentations.

This is a fixed term contract role which could be extended based on future requirements. In this role, you are expected to:

• Act as the primary technical point of contact for our largest high-value partners/merchants, addressing any technical challenges or payment questions that may arise
• Oversee and coordinate implementations and provide consultative integration guidance for new partners/merchants
• Support in pitching value-add of Cybersource products and functionalities to partner’s/merchant’s business
• Proactively suggest business opportunities for partner/merchant and create win-win business models
• Define engagement process and the operating model between 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 partners/merchants
• Engage directly with partners/merchants 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 may be required (up to 20% travel)

We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:

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

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

· Proven 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

· Self-starter with strong organization skills and resolution management

Preferred Skills:

· 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

All your information will be kept confidential according to EEO guidelines.