Technical Account Manager - CardinalCommerce

  • 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.

Job Description

Team Summary

 

The CardinalCommerce Global Customer Services team (GCS) is dedicated to ensuring an excellent Customer experience throughout the design, implementation and ongoing support of our authentication and data solutions, which we offer to both merchants and issuers alike.

 

What a Technical Account Manager does at Visa:

The Cardinal TAM team is tasked with supporting clients using the Cardinal Centinel Platform, a 3DS Server leveraged by merchant and acquiring partners. As Technical Account Manager (TAM), you will be responsible for ongoing technical support of Cardinal’s suite of data-driven authentication solutions. A successful TAM will display high levels of business acumen, relationship building and technical troubleshooting skills. They will possess the technical capacity to handle incoming inquiries and provide guidance, best practice and resolution to our top tier customers.  A TAM has a strong 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.

In this role, you are expected to:

  • Act as in-market Cardinal Technical SME for Level 2/3 issues, functioning as a second level technical resource for best practice and Customer questions
  • Ensure incoming support inquiries are handled & resolved in timely fashion and with highest level of Customer Service
  • Liaise with Implementation and Solution teams on account expansion efforts (setting up new MIDs, coordinating/monitoring new traffic ramps, pilots, etc.)
  • Proactively monitor key accounts to identify trends, understand performance anomalies and work to implement ongoing performance improvements
  • Assist Customers with:
    • Basic and advanced transaction research
    • Questions regarding Cardinal's Solutions and the authentication landscape in general
    • Technical issues and inquiries
    • Project work & enablement activities
  • Assist Customer Success/Account Management Team(s) with
    • Performance/Transaction Monitoring and trending
    • Technical discussions/questions
    • Data extraction for QBR presentations
  • Engage with Solution Engineering & Product Management as the customer advocate on product roadmap discussions – feeding market feedback into Cardinal Centinel Product teams
  • Per departmental guidelines, keep Salesforce current
  • 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

 

Projects you will be a part of:

The TAM will engage in a wide variety of support activities and projects for some of the largest merchants and acquirers across the Asia Pacific market who are leveraging Cardinal’s authentication solutions. In many of these countries, authentication is a core requirement for processing card-not-present transactions, and proper functioning of Cardinal’s services are critical to their ability to securely process and accept online transactions. As a 3DS technical SME, the TAM will assist client in navigating complex issues in order to restore and/or optimize processing as quickly as possible.

 

When you work with us, you get the best of two worlds. Cardinal is a small company, with a welcoming, family-like atmosphere. But as a Visa solution, we offer the world-class resources and benefits of a global company. As companies with a worldwide customer base, both Cardinal and Visa realize the benefits of having a diverse employee base, both for our products and customer service. We believe in promoting a diverse and inclusive workplace. Our employees come with different backgrounds and experiences, resulting in many different approaches that are part of our success. We are committed to empowering each and every one of our over 250 (and growing) employees. We show respect to others and believe in fair and equal treatment. We are dedicated to continuous improvement in all that we do. We use Lean and Agile principles and rituals as the framework for achieving that improvement. To achieve these goals, we need accomplished and ambitious people - people that recognize the value that comes with the varying perspectives, and the cultural awareness that comes with our diversity. What we are looking for could be someone just like you.

Qualifications

What you will need:

 

We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:

  • Bachelor's Degree in Business, Finance, Technology or equivalent discipline
  • 5+ years of successful technical support and/or relationship management experience
  • Advanced knowledge of authentication and payment brand transaction flows
  • Advanced knowledge in Cardinal technology and implementation methods
  • Competitive awareness and proficient in explaining Cardinal's product and service differentiators
  • Ability to read/troubleshoot transaction logs
  • Demonstrated success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
  • Strong financial acumen, proven analytical and decision-making abilities
  • Drive results and successfully handle multiple priorities against tight deadlines
  • Proven ability to take initiative and work independently
  • Superior customer focus and drive for results
  • Ability to work in a virtual environment while travelling, i.e. solid time management, organization, negotiation and influence skills
  • Ability to proactively identify business opportunities and persuasively influence both internal and external constituents
  • Demonstrated strong leadership capabilities and interpersonal skills
  • Superior teamwork, interpersonal and communication skills
  • Excellent written and verbal communication in English
  • Ability to translate technical communications from engineers into client facing material 

·       Candidate must be a self-starter and have a strong collaborative working style to work in a global team environment

·       Strong self-managed organization skills including resolution management and follow through

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

·       Client facing experience

What will also help:

●      Payments industry knowledge

●      Experience working in fast paced, high-growth start up environments a plus

●      Understanding of mobile payments, including contactless payments, online/remote payments, QR Codes, cloud-based payments, and chip cards (contact and contactless)

●      High degree of proficiency in SalesForce preferred

 

 

Additional Information

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

Due to the COVID-19 pandemic and the evolving visa/travel restrictions in place, we are currently only able to extend offers to candidates with the right to work in Singapore. We are keeping the situation under close review and will adjust accordingly should the restrictive measures be lifted.

 

Working Hours: Incumbent must make themselves available during core business hours. May require occasional meetings outside of core business hours to connect with global partners and clients.

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