Client Services – Technical Account Manager (Contract) – India

Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

Job Description

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)

Qualifications

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

Additional Information

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