Technical Account Manager

  • Mumbai, Maharashtra, India
  • 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

Cybersource, a Visa company, is a global leader in eCommerce payment management. Cybersource was one of the world's first payment gateways, connecting online merchants to payment networks, including Visa. Today, Cybersource offers a full-service payment management platform for eCommerce merchants, combining global payment processing, fraud management and payment security systems.

Technical Account Managers (TAM) are the main technical liaisons for Cybersource’s Premier Enterprise merchants.  As a TAM within the Cybersource Customer Support team, you will be responsible for managing the technical aspects for our merchants’ implementations on the Cybersource side, and will assist in ensuring that our merchants’ integrations are functioning optimally.  TAMs assist with a merchant’s initial launch of Cybersource products and services, and are also responsible for fostering the merchant relationship after the initial implementation.  Should a merchant encounter any Cybersource related concerns, the TAM would address the issue, or help drive the incident to a resolution.

In this role, you are expected to:

  • Act as primary technical point of contact for a portfolio of merchants and partners, addressing any technical challenges or payment questions that may arise.
  • Manage merchant and partner escalations until the issues have been resolved.
  • Manage new merchant implementations and provide consultative payment guidance.
  • Educate merchants and partners on how new Cybersource products and functionalities may contribute to their business models.
  • Monitor accounts to ensure optimal transaction performance.
  • Advocate product enhancement requests with our cross-functional teams.
  • Lead product trainings and perform merchant business reviews as needed.
  • Build deep product knowledge in Cybersource products and services.
  • Partner with Sales to build relationships with technical and business contacts across merchant account portfolio.
  • Engage merchants and partners in face to face meetings.
  • Occasional travel may be required ( ~10% travel).

Qualifications

What you will need:

  • Bachelor’s Degree in Computer Science, Management Information Systems or related discipline
  • 5+ years or equivalent work experience in technical implementation within software or financial services / in supporting and/or client facing roles with a strong technical aptitude

  • A track record of a strong customer focus with 3+ years of experience in a Customer Support/Account Management role
  • Strong understanding of technical concepts, programming languages (Java, C/C++, Perl, etc.), and markup languages (HTML, XML)
  • Must have the ability to skillfully prioritize and manage concurrent merchant projects and issues
  • Excellent written and verbal communication skills
  • Experience in working with cross-functional/cross-department teams
  •  Ability to articulate complex topics to variable audiences is required
  • A self-starter with strong organizational skills and resolution management
  •  Strong analytical and problem-solving skills

 

What will also help (Preferred Qualifications):

  • 3+ years of payment industry experience
  • Card-not-present and risk mitigation methodology experience is strongly preferred
  • Experience in project management
  • Experienced with working in matrixed organisations

Additional Information

Why this is important to Visa

Technical Account Managers (TAM) are the main technical liaisons for Cybersource’s Premier Enterprise merchants.  As a TAM within the Cybersource Customer Support team, you will be responsible for managing the technical aspects for our merchants’ implementations on the Cybersource side, and will assist in ensuring that our merchants’ integrations are functioning optimally. TAMs assist with a merchant’s initial launch of Cybersource products and services, and are also responsible for fostering the merchant relationship after the initial implementation. Should a merchant encounter any Cybersource related concerns, the TAM would address the issue, or help drive the incident to a resolution.

Projects you will be a part of:

This is an incredibly exciting time to join the Cybersource Client Services team. You will be operating in a fast paced, unstructured setting to contribute establishing a new business line. You will work with strategically important clients of Visa to deploy and operationalize new use cases by collaborating with a high performing team.

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