Director, Technical Account Management, Client Support Services, Cardinal Commerce

  • Singapore
  • Full-time

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

Job Scope

The Cardinal Commerce Global Customer Solutions team (GCS) team is tasked with supporting clients using the Visa Cardholder Authentication Service (VCAS) and other Cardinal Commerce products.  As Director, Technical Account Management, you will be responsible for dedicated ongoing technical support of Cardinal’s Enterprise-level book of business with both Merchant and Issuer Customers. A successful TAM will display high levels of Business Acumen, relationship building and consultative-selling skills. They will possess the technical capacity to handle incoming inquiries and provide technical guidance to our top tier Customers.  Show an understanding of Cardinal Product Strategy and Vision and have the ability to drive execution of strategy by working in tandem with Cardinal's Sales, Customer Success, and Support teams as well as with in-market Visa teams. Will act as Cardinal SME (tech sales, integration, support) for our customers.

 Main Job Tasks and Responsibilities

  • For assigned book of business (existing Enterprise Clients) act as Cardinal Technical SME
  • For assigned accounts, create and maintain complete technical profile outlining how Customer has implemented Cardinal solutions (connection methods, flow diagrams, Customer environment, etc.)
  • Function as a second level technical resource for best practice and Customer questions
  • Ensure incoming support inquiries are handled in timely fashion and with highest level of Customer Service
  • Engage with Customer Support as a Customer advocate to ensure speedy resolution of customer issues
  • Lead technical account expansion efforts (setting up new MIDs, coordinating/monitoring new traffic ramps, pilots, etc.)
  • Assist assigned Customers with:
    • Basic and advanced transaction research
    • Questions regarding Cardinal's Solutions and the authentication landscape in general
    • Technical issues and inquiries
  • Assist Customer Success Team with
    • Performance/Transaction Monitoring and trending
    • QBR process
    • Technical discussions/questions
  • Engage with Solution Engineering & Product Management as the customer advocate on product roadmap discussions
  • Per departmental guidelines, keep Salesforce current

  • Coordinate successful kickoff and start-up of new accounts along with Customer’s Project Managers, as required

  • Keep management informed of critical issues, strategic opportunities, and issue status

  • Prepare and present any required reports to requestor and management as required

  • Follow all established processes and procedures

  • Travel required, 15-20% of time

Key Knowledge Domains

  • Advanced knowledge of authentication and payment brand transaction flows

  • Advanced knowledge in Cardinal technology and implementation methods

  • Ability to read/troubleshoot transaction logs

  • Demonstrated Success in in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment

  • Competitive awareness and proficient in explaining Cardinal's product and service differentiators

  • Superior customer focus and drive for results

  • Proven ability to take initiative and work independently

  • Strong financial acumen

  • Drive results and successfully handle multiple priorities against tight deadlines

Qualifications

Knowledge/Skills/Abilities:

  • Minimum of a Bachelor's degree from an accredited college or University, within a Business, Finance or Technology discipline

    • In lieu of a bachelor’s degree, an Associate’s degree with 10+ years of experience will be considered

  • 5+ years of successful technical support and/or relationship management experience

  • High degree of proficiency in MS Office (Word, PowerPoint, Excel)

  • Ability to work in a virtual environment while travelling; i.e. solid time management, organization, negotiation and influence skills.

  • Proven analytical and decision-making abilities.

  • Able to proactively identify business opportunities and persuasively influence both internal and external constituents.

  • Superior teamwork, interpersonal and communication skills.

  • Developed information seeking skills and ability to communicate for results.
  • Advanced negotiation, influencing and collaboration skills.

  • Candidate must be a self-starter and have a disposition to work independently with a commitment to detail in an organized manner
  • Demonstrated strong leadership capabilities and interpersonal skills
  • Executive-level written and verbal communication, and customer interaction skills
  • Ability to translate technical communications from engineers into client facing material 
  • Strong organization skills including resolution management and follow up
  • Experience in owning and defining business processes in a technology company 
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Additional Information

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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