Director, Digital Technical Account Management – Client Facing

  • Full-time
  • Job Family Group: Client Support Services

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

An exciting opportunity to be on the cutting edge of payments and loyalties within the merchant digital Technical Account Management team. Technical Account Managers support Visa’s top clients across a variety of digital products and platform services; not limited to Visa Checkout, Visa Tokenization Services & Loyalty products.

As a Director of Technical Account Manager in the Client Services organization, you will be the primary point of contact and subject matter expert to support pre and post-launch account management activities across the Asia Pacific region. Technical Account Managers are the face of Visa’s support organization to Visa’s top clients and represent these clients internally to business, product and technology teams. As a director of Technical Account Management, you will need to have a strong collaborative mindset, strong technical aptitude along with executive level written and oral communications skills. In addition to these skills, a Technical Account Managers will need to have strong analytical skills and is required to become knowledge expert in a technical sense to multi-functional business teams around them. This position is an individual contributor role, which forms a part of a larger regional team.

About Visa Loyalty & Offers Platform: Utilizing the world’s largest electronics payment network, Visa Loyalty and Offers Platform is a digital suite of products providing clients with real time “fast” card-linked offers to campaigns which aim to drive customer loyalty, increases client sales and strengthen marketing efforts.

About Visa Token Service: The Visa Token Service is a security technology that replaces sensitive payment account information found on payment cards, such as the 16-digit account number, expiration date and security code, with a unique digital identifier that can be used to process payments without exposing actual account details. Token service allows financial institutions, merchants and value-added partners to develop new payment and commerce platforms. With a complete set of tools, specifications, APIs and SDKs, Visa Token Service secures mobile and digital transactions

About Visa Checkout:  For consumers and online retailers, Visa Checkout offers an easy and secure way to pay online. Enrolling in Visa Checkout is intuitive and simple, and shoppers can use any Visa debit or credit card or even other branded cards to make purchases from a PC, mobile device or within a mobile app. Once enrolled, shoppers simply provide their username and password to complete the payment process -- without ever having to leave the merchant’s website.

Main Responsibilities

  • Act as the single point of technical contact for assigned merchant and partner accounts
  • Own/Manage and troubleshoot escalated technical problems, interfacing with Product Development, Product Management, and/or Operations teams
  • Poses a willingness to learn and keep learning in a fast changing dynamic environment
  • Provide lead or coordinate technical discussions with client development teams
  • Collate and provide business level analytics, intelligence and performance monitoring of merchants and partners to stakeholders.
  • Provide eCommerce and payment acceptance consultative guidance and best-practices to merchants and partners.
  • Create, edit, and distribute client notifications and communications
  • Participate in requirements, design, and roll out of new products and services
  • Represent Client Services to other departments in the company including sales, operations, product management, and product development
  • Partner with Sales/Product teams to build relationships with technical and business contacts across the account portfolio.
  • Client-facing travel (international and domestic), ~50%

Key Knowledge Domains Required

  • Credit Card Payments & Processing
  • eCommerce
  • Web Technologies
  • Strong Client Facing Communication Skills
  • Leadership
  • Mobile app development

Qualifications

  • 12+ years of work experience with a Bachelor’s Degree in computer science (or similar) OR at least 8-10 years of experience with an advanced degree (e.g. Masters/MBA/JD/MD).
  • Intermediate-level knowledge of programming / scripting languages. (Java, C/C++, Perl, PHP, SQL etc.)
  • Strong troubleshooting/debugging skills
  • Customer Service Experience with specific and well-formed knowledge of customer support tools and processes
  • Experience of working in the payments industry and/or ecommerce
  • Knowledge of payment, risk management systems and PCI DSS.
  • Experience of being a point of escalation for internal team queries
  • Experience in effective cross-functional collaboration between technical, service delivery, support & commercial facing teams
  • Experience of regularly giving presentations to clients.
  • Well organized, detail-oriented with a strong background in exceeding customer expectations
  • Exceptional / Executive level verbal and written communication skills, fluent oral and written English.
  • Ability to multi-task, continually re-prioritize cases and work under pressure
  • Ability to work well as part of a team and collaborate with others at all organizational levels
  • Experience of working as part of a global support team​
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