Technical Account Manager

  • London, UK
  • Full-time

Company Description

Fascinated by the future and captivated by technology?

Smart, driven and want to make a difference in the world?

You’ll fit right in.

Join a diverse team at Visa, where your individuality fits right in. We can provide the opportunity to shape the payments experience globally. Together, let’s transform the way the world pays.

Think you know us?

Our mission is to connect the world through the most innovative, reliable and secure digital payment network that enables individuals, businesses and economies to thrive.

Individuality fuels our brand and our global team – we’re proud that we are a talented team of 15,000 individuals with unique backgrounds, perspectives and experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life outside of the office, whether it’s taking advantage of agile work schedules or our wellness programs, Visa respects and encourages meaningful work/life balance for everyone. In addition, we offer market leading salary and have a fantastic benefits offering.

So, if you’re not satisfied with the status quo, we can satisfy your desire to explore new territory, giving you the runway to really make an impact, whilst connecting you with teams around the world in a truly inclusive culture that celebrates our uniqueness.

Job Description

If you think you could support Visa as a Technical Account Manager, we want to hear from you – together, let’s make Visa a great place to work.

What’s it all about?

Visa has an opportunity for a Technical Account Manager (TAM) in Client Services.

The Technical Account Manager (TAM) is a subject matter expert within the function, providing excellent technical support and acting as a consultant across all Visa product and services. This role is responsible for identifying and resolving client issues of difficult complexity.  This position will provide day-to-day support to financial institutions which includes; responding to customer inquiries while ensuring customer expectations are exceeded. 

The TAM will demonstrate an in-depth technical knowledge of all products and services, representing all aspects of Visa technical support infrastructure.

What we expect of you, day to day.

  • Responsible for own work flow assignments and must be able to take the initiative to resolve problems and meet deadlines

  • Utilising exceptional analysis and problem solving skills to resolve technical problems, by applying own understanding and in-depth knowledge of Visa services for one of the specialised areas, such as, Visa authorisation platform, clearing and settlement, digital products and services, data extraction and handling of VRM, VROL

  • Take ownership of high severity incidents and engage with senior management for escalation and communication purposes. 

  • Identify, troubleshoot, and resolve queries relating to the Application Programming interface (API), XML files, SOAP REST and JSON messages to support System Interface

  • Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectations

  • Develop effective working relationships with external and internal clients and achieve the required customer satisfaction target.   

  • Provide in breadth expertise across a number of other key Visa Products and Services

  • Proactively resolve and manage stakeholder communication on all business & technical problems

  • Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectations

  • Build and enhance positive working relationships with clients and partners to develop solutions and optimal way of working 

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

  • Maintain strong relations amongst team, as well as with key stakeholders (Account Managers, Product, Ops, and IT).

  • Minimal travel may be required


What we’re after…

  • Ideally educated to degree level, or equivalent.  Computing or business related subjects would be an advantage

  • Extensive experience of processing systems and services, and their practical application

  • Extensive experience in a customer support /Account Management role in financial services, software or information services

  • Proven ability to manage complex technical systems across a number of products, platforms and services

  • Ability to comprehend and translate technical information and apply to business solutions

  • Familiar with Payment Industry Standards and their application

  • Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines

  • Demonstrated success in customer relationship management

  • Understanding of API’s

  • Strong verbal, written, presentation and interpersonal skills are required

  • Able to set priorities, influence others, and manage customer expectations

  • Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, Visio, etc.)

  • Functional Project Management experience

  • languages preferred but not required


Additional Information

Diversity & Inclusion

Universal acceptance for everyone, everywhere, is not only our brand promise, it’s the foundation of our company culture. We foster a feeling of connectedness in the workplace, support diversity of thought, culture and background, fight for important initiatives like Equal Pay and actively work to eliminate unconscious biases that hold us all back.

By leveraging the diverse backgrounds and perspectives of our worldwide teams, Visa is a better place to work and a better business partner to our clients.

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