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

• Provide  ad-hoc Technical Support to CyberSource’s key customer base, including troubleshooting and resolution, through phone calls, emails and face-to-face meetings
 
• Liaise with clients alongside the Account Manager, representing CyberSource’s products and services from both a technical and software integration  perspective.


• Manage technical communications with client’s technical team, project team, customer services team and senior executives


• Proactively identify and resolve business & technical problems on behalf of the account base.
  


• Work collaboratively with the designated account team to ensure excellent customer service is offered consistently.


• Manage new merchant implementations and provide consultative payment guidance to client base


• Work with Sales team to identify new opportunities within existing relationships, either due to white space or new product/service offerings.
  
• Work with global front-line support teams for technical escalation and issue management.


• Meet with existing clients for regular and ad-hoc service related reviews. This will encompass formulation of materials to present to customers, planned strategic approach with account management and demonstrated meeting management skills.


• Work with clients to achieve an understanding of their core business and vertical and where CyberSource can add value.
  
• Project-manage larger customer engagements involving internal development teams or third party developers.
  


• Maintain expert knowledge of CyberSource products and services through training and self-study


• Own and maintain Service Delivery Plan for each client, ensuring this is socialised with all main stakeholders.


• Enter case information into the CRM to ensure appropriate resolution management.

• A track record of a strong customer focus. 3 to 5 years of experience in a Client relationship management/Account Management role is strongly preferred.

• Strong understanding of technical concepts, programming languages (Java, C/C++, Perl, etc.), and markup languages (HTML, XML).

• Must have the ability to skillfully prioritize and manage concurrent merchant projects and issues
• 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.

• Bachelor degree in Computer Science, Management Information Systems or related discipline

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