The role of the Technical Account Manager entails;
- Deliver both ad-hoc and proactive Technical Support to an assigned portfolio of CyberSource’s key customer base, including troubleshooting and resolution, through phone calls, emails and face-to-face meetings.
- Liaise with clients alongside the commercial Account Manager, representing CyberSource’s products and services from both a technical and software integration perspective.
- Manage technical communications with the client’s technical team, project team, customer services team and senior executives.
- Proactively resolve business & technical problems.
- Manage new merchant implementations and provide consultative payment guidance to client base
- Manage technical escalation and issue management with global front-line support teams.
- Meet with existing clients for regular and ad-hoc service related reviews.
- Understand the clients’ core business and vertical and develop strategies where CyberSource can add value.
- Project-manage larger customer engagements involving internal development teams or third party developers.
- Enter case information into the CRM to ensure appropriate resolution management
- Offer best practice advice on CyberSource products and services and the vertical.
- Advocate and drive product enhancement requests with our cross-functional teams.
- Achieve and maintain CYBS product / process knowledge expert status
- Own and maintain Service Delivery Plan for each client
- Suggest 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.
- Required 5-10 years of technology, payment gateway or banking experience
- University degree ++ required
- Well demonstrated Technical Support or Account Management experience
- Able to skillfully prioritize and manage concurrent projects and issues.
- Excellent written and verbal English language skills. Arabic will be an advantage.
- 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
- Must have technical account management background
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.
