Sr. Consultant, Technical Account Manager

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.

Team Summary:

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 Consultant, Technical Account Manager does at Visa:

This role is responsible for working with key multi-regional Acquirer Solutions clients to support the technical and account management relationship with our highest value reseller partners. The role includes development of best practices that can be shared and used across regions. In addition, the role will support day-to-day operations and product support, back-office support ensuring that our partners’ integrations are functioning optimally. To be successful the individual must maintain a high level of coordination and collaboration with multiple cross-functional stakeholder teams, including Account Management, Sales, Technology, Product support and Risk teams.

In this role, you are expected to:

• Lead complex cross functional customer service delivery initiatives across clients and Cybersource/Visa internal teams
• Build and enhance positive working relationships with key clients and internal stakeholders
• Represent client perspective within Visa organization to ensure enhancements are prioritized
• Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency
• Report customer project accomplishments and deliverables to senior management
• Educate and train clients for best practices for all supported services
• Serve as an escalation point for complex issues
• Act as the primary technical point of contact, addressing any technical challenges or payment questions that may arise
• Own production issues end-to-end from escalation to resolution and client communication
• Proactively notify clients regarding any widespread or business critical problems with the application, as well as scheduled periodic maintenance outages
• Stay current with the payment industry and client trends as well as maintain a strong knowledge of products and services
• Oversee and coordinate implementations with reseller partner and provide consultative integration guidance for new partners/merchants
• Support in pitching value-add of Cybersource products and functionalities to partner’s business
• Define engagement process and the operating model between reseller partner, merchants, and Cybersource teams
• Lead product training and perform client business reviews as needed
• 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

Projects you will be a part of:

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.

Why this is important to Visa:

The Senior Consultant, Technical Account Manager (TAM) are central operators to Value Added Services business teams across many Asia-Pacific market teams and clients. To be successful as a Senior Consultant, 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 Value Added Services business will directly impact our clients trust in our brand and technology in the payment industry and money movement ecosystem.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

What you will need:

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:

• 10+ years’ experience with a Customer Support/Account Management role strongly preferred
• Bachelor’s degree in computer science, Information Technology or equivalent or 5 years with an Advanced degree
• Self-starter with proven abilities in organizational, conceptual, and logical resolution skills
• Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment
• Demonstrated ability to strategically lead cross functional teams through high impact complex business issues that do not have precedent
• Working knowledge in payments, fraud, digital security, operations, return on investment, cost/benefit assessment, or a combination of these.
• Excellent verbal, written, presentation and interpersonal skills required
• 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, Python, Nodejs, 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
• Ability to read/speak/write in Cantonese and English

What will also help:

• 5+ years of payment industry experience
• 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

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.