Senior Technical Account Manager
- Sydney NSW 2000, Australia
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
Senior Technical Account Managers (Sr. TAM) are the main technical liaisons for CyberSource’s
Premier Enterprise merchants. As a Sr. TAM within the CyberSource Customer Support team, you will be responsible for managing the technical aspects for our merchants’ implementations on the CyberSource side. Sr TAM assist in ensuring that our merchants’ integrations are functioning optimally. Sr. TAMs assist with a merchant’s initial launch of CyberSource products and services, and are also responsible for fostering the merchant relationship after the initial implementation. Should a merchant encounter any CyberSource related concerns, the Sr. TAM would address the issue, or help drive the incident to a resolution.
Act as primary technical point of contact for large strategic merchants and partners, addressing any technical challenges or payment questions that may arise.
Manage merchant escalations until the issues have been resolved.
Manage new merchant implementations and provide consultative payment guidance.
Educate merchants on how new CyberSource products and functionalities may contribute to their business models.
Monitor accounts to ensure optimal transaction performance.
Advocate 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 Sales to build relationships with technical and business contacts across merchant account portfolio.
Engage merchants in face to face meetings
Act as mentor and subject matter expert for the CyberSource Merchant Support team
Occasional travel may be required (~10% travel)
A track record of a strong customer focus. 6+ years of experience in a Customer Support/Account Management role is strongly preferred.
Strong understanding of technical concepts, programming languages (Java, C/C++, Perl, etc.), and markup languages (HTML, XML).
3+ years of payment industry experience is strongly preferred.
Must have the ability to skillfully prioritize and manage concurrent merchant projects and issues.
Card-not-present and risk mitigation methodology experiences are strongly preferred.
Excellent written and verbal communication skills.
Experience in working with cross-functional/cross-department teams.
Experience in project management is preferred.
A self starter with strong organization skills and resolution management.
All your information will be kept confidential according to EEO guidelines.