About Visa:

Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do. CyberSource, a Visa company, has been and continues to be a pioneer within the e-Commerce Payment Management world. Our VisaNet network is capable of handling over 65,000 transaction messages per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks.

We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

This Senior Technical Account Manager provides tactical support to financial institutions and partners for Visa B2B Connect product.  This role is an individual contributor role responsible as a subject matter expert and consultant to assigned clients, ensuring clients’ objectives are achieved.  This role is responsible for solving complex problems and serves as a technical/functional specialist.

Responsibilities 

• Provide high value customer service support on day-to-day items to Visa Clients and internal staff to ensure customer expectations are exceeded; advocate on behalf of the clients.
• Will act as the primary Event Manager for all incidents that are a result of platform outages impeding the client connection to the Visa B2B Connect platform.
• Proactively notify clients regarding any widespread or business critical problems with the application, as well as scheduled periodic maintenance outages.
• Serve as the primary escalation point for all client reported issues.
• Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams.
• Coordinate internal resources to accomplish Visa and client objectives.
• Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation.  For example, meeting required deadlines.
• Build and enhance positive working relationships with key clients and internal stakeholders.
• Represent client perspective within Visa organization to ensure enhancements are prioritized.
• Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency.
• Report customer project accomplishments and deliverables to senior management.
• Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, and system enhancement support.
• Educate and train clients on best practices for Visa B2B Connect.
• Represent complex customer change requests, system or operational requirements; negotiate and manage expectations internally and externally
• Develop and manage operational initiatives, special projects and client-driven continuous improvement plans.
• Stay current with the payment industry and client trends as well as maintain a strong knowledge of Visa products and services.
• Partner with assigned Account Executives to identify additional business opportunities.
• On call support and possible weekend hours.
• Domestic travel may be required.

Basic Qualifications:

• 4 years of work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD degre
• Knowledge in secure communication protocol such as SFTP, FTP/S and HTTPS a plus.
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving skills.
• Knowledge using tools such as; MS Dynamics and incident management ticketing tools.
• Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment.
• Ability to set priorities and manage customer expectations internally and externally, and work both as part of a team and independently.
• Superb proficiency with troubleshooting and resolving complex issues.
• Advanced comfort level with public speaking.
• Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
• While this is a customer service role (not IT), experience in troubleshooting complex web applications, application programing interfaces (APIs) gateways, integration or environment issues is a plus.
• Bilingual abilities are a plus: able to read, write and speak English, Spanish and/or Portuguese proficiently.
• Strong skills in Excel for data analysis. 
• Advance Power point for professional presentations.
• Excellent verbal, written, presentation and interpersonal skills required.

Preferred Qualifications:

• 7-10 years of work experience with a Bachelors Degree or 6 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 years of experience with a PhD.

Work hours: 8 Hours / 5 Days per week

Travel: Position might require occasional travel for training or team meetings -

Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, reach with hands and arms, and bend or lift up to 25 pounds.

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