CyberSource Technical Account Manager is the technical liaison for CyberSource’s Premier Enterprise clients. We are currently looking for an Analyst to manage the relationships with our highest value partners and merchants in Thailand. This individual will be responsible for engaging our partners/merchants on new products, requirements, and issue management. The individual will have a vital role in ensuring that our partners’/merchants’ integrations are functioning optimally. The candidate will foster relationships with our valued partners/merchants and will play a key primary role during business reviews, training, and presentations.
- Act as the primary technical point of contact for a portfolio of merchants and partners, addressing any technical challenges or payment questions that may be raised.
- 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 internal teams 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)
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.
What you will need:
- Bachelor’s Degree in Computer Science, Information Technology or equivalent
- Minimum 8 years of experience in a Customer Support/Account Management role strongly preferred
- Proven track record of a strong customer focus
- 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
- A 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
- 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
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.
