Technical Client Success Analyst

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.

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 Technical Account Manager does at Visa:

Cybersource Technical Account Manager (TAM) is the technical liaison for Cybersource’s Premier and Enhanced Enterprise clients. Premier Clients who meet our criteria are assigned a name Technical Account Manager, while Enhanced Support clients can access to a pool of skilled Technical Account Managers.

We are currently looking for an Analyst to manage the relationships with our highest value partners and merchants. This role 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 training 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

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 setting, contributing to establishing new business lines. 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

Technical Account Managers are central operators to Acceptance business teams across many Asia Pacific market teams and clients. To be successful as a Technical Account Manager, 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 Acceptance services will directly impact on 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 (Basic Qualifications):

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

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 and Thai

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.