Partner Engagement Manager

  • Cairo, Cairo Governorate, Egypt
  • Full-time

Company Description

CyberSource – The World's First eCommerce Payment Management Company
CyberSource (A Visa Inc. Company) is a global leader in e-Commerce Payment Management. As part of CyberSource’s continued growth and expansion we are looking for talented, articulate and bright individuals who want to make a difference.

CyberSource has been and continues to be a pioneer within the e-Commerce Payment Management world. CyberSource offers a full-service payment management platform for e-commerce merchants, combining global payment processing, fraud management and payment security systems.

CyberSource is a wholly owned subsidiary of Visa Inc. CyberSource operates in Europe under agreement with Visa Europe.

Job Description

  • Primary technical point of contact for a small portfolio of our strategic Acquirer Solution Partners, addressing any technical challenges or operational issues that may arise or escalating where they can’t.
  • Manage escalations until the issues have been resolved.
  • Oversee and coordinate implementations and provide as-needed consultative integration guidance to assist the partner in onboarding new Acquirer Solution merchants.
  • Educate Acquirer Solution Partners on how new CyberSource products and functionalities may contribute to and enhance their business models.
  • Work with a portfolio of medium-sized Acquirer Solution Partners to develop best practices for technical implementation and support.
  • Define engagement processes between Acquirer Solution Partners, their end-merchants, and CyberSource teams.
  • Advocate product enhancement requests with our cross-functional teams and be the voice of Product Readiness back to the partner.
  • Lead product trainings and workshops; feed in to internal training teams to build out Best-in-class training for partner support teams and the partner’s clients.
  • Build and maintain deep product knowledge in CyberSource products and services.
  • Partner with our Alliance/ Partner Success teams to build relationships with technical and business contacts with our Acquirer Solution Partners.
  • Share a partner-centric ethos within the Client Services team, focusing an optimised team across Technical Account Management, Implementation Support and any other partner-focused resources such as Product Support Engineers and Product Readiness that may have been hired to support our partners.  
  • Be responsive to larger initiatives being driven globally from the Senior and Executive leadership.
  • Travel is required (up to 20% travel)

Qualifications

  • University degree or equivalent experience
  • A track record of a strong customer focus.
  • Experience in a Customer Support/Technical Account Management role.
  • Fluency in Arabic and English; spoken and written
  • Able to skillfully prioritize and manage concurrent projects and issues.
  • Excellent written and verbal communication skills
  • Experience in working with cross-functional/cross-departmental and virtual teams
  • Self-starter with strong organization and resolution management skills
  • Must work well as a part of a virtual team
  • Must demonstrate strong complex problem solving capabilities
  • Has competency in a technical skillset, such as networking principles or coding.

Additional Information

  • The role reports to the Director of the Technical Account Management (TAM) team. 
  • The TAM team sits within the customer support organisation and is part of a global team. 
  • The TAM is an Individual Contributor role but works alongside two other global customer support teams to fulfil the role.
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