CyberSource – The World's First eCommerce Payment Management Company

CyberSource (A Visa Inc. Company) is a global leader in Intergrated Commerce Payment Management. As part of CyberSource’s continued growth and expansion we are looking for talented, articulate and bright individuals who want to make a difference.

CyberSource has been and continues to be a pioneer within the Integrated Commerce Payment Management world. CyberSource offers a full-service payment management platform for e-commerce merchants, combining global payment processing, fraud management and payment security systems. 

The Technical Account Manager provides high quality technical, service and project support to our most strategic clients, demonstrating an in-depth technical knowledge of CyberSource products and services and, representing all aspects of CyberSource’s technical support infrastructure.

The TAM will be responsible for taking a proactive approach with an assigned list of high profile clients to ensure they are receiving the most comprehensive support possible. The Sr. TAM will support the full breadth of our suite of payment processing and risk management products and services, tailoring the product information to the merchants they support.

TheTAM is a part of the larger CyberSource TAM team and reports into the Manager, Technical Account Management, EMEA

• 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
• Act as mentor and subject matter expert for the CyberSource Enterprise Technical Support team
• 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.
• Work with Sales team to identify new opportunities within existing relationships, either due to white space or new product/service offerings.
• 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

• University degree or equivalent experience
• French speaker, candidate should be fluent in both French and English as a minimum.
•  Ability to travel within France, the UK, and abroad, with potential for occasional overnight stays
• Well demonstrated Technical Support or Account Management experience
• Able to skillfully prioritize and manage concurrent projects and issues.
• Excellent written and verbal communication skills
• 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
• Has competency in a technical skillset, such as networking principles or coding.

Preferred Experience

• PRINCE2, PMP or similar project management certification; 
• ITIL certification
• Payment industry experience 
• Card-not-present and risk mitigation methodology experience is strongly preferred.
• Thorough understanding of CyberSource products and services
• Strong understanding of technical concepts, programming experience (Java, C/C++, Perl, etc.), and markup languages (HTML, XML
• Should be experienced with working in matrixed organisations
• Has some commercial experience

CyberSource is an equal opportunity employer.