About this role
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
What a Senior Technical Account Manager does at Visa:
A Senior Technical Account Manager (Sr. TAM) is the main technical liaison for Cybersource’s client base, managing relationships with our highest value reseller partners. This individual will be responsible for engaging our reseller partners on new products, requirements, and issue management, and the individual will have a vital role in ensuring that our partners’ integrations are functioning optimally. The candidate will also work with our Alliances organization in fostering the relationships with our valued partners, and will play a key primary role during business reviews, trainings, and presentations
In this role, you are expected to:
Act as the primary technical point of contact for our largest high-value reseller partners, addressing any technical challenges or payment questions that may ariseOversee and coordinate implementations with reseller partner, and provide consultative integration guidance for new partners/merchantsProactively monitor client activities and collaborate with Visa teams to identify opportunities, recommend solutions, and drive initiatives that accelerate growth, optimize performance, and safeguard the business.Support in pitching value-add of Cybersource products and functionalities to partner’s businessProactively suggest business opportunities for reseller partner and create win-win business modelsDefine engagement process and the operating model between reseller partner, merchants, and Cybersource teamsOwn production issues end-to-end from escalation to resolution and client communicationChampion product enhancement requests with our cross-functional teamsLead product trainings and perform merchant business reviews as neededBuild deep product knowledge in Cybersource products and servicesPartner with our Alliance team to build relationships with technical and business contacts with our resellersEngage directly with resellers in meetingsAggregate key business inputs from client engagements to help track business requirementsCoordinate with the Technical Account Management team on shared initiatives/product mattersTravel is required (up to 20% travel)Why this is important to Visa
The Senior Technical Manager (Sr TAM) are central operators to Authentication business teams across many Asia Pacific market teams and clients. To be successful as a Senior TAM, you will need to become a subject matter expert, a great coordinator of programs and thrive in a very strong teamworking culture. Your ability to support the Authentication services will directly impact our clients trust in our brand and technology in the payment industry and money movement ecosystem.
What you will need:
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.
Bachelor’s Degree in Computer Science, Information Technology or equivalent8+ years of experience in a Customer Support/Account Management role strongly preferredProven track record of a strong customer focusA track record of a strong customer focusComprehensive understanding of CyberSource Reseller Partner model required (can be learned)Strong understanding of technical concepts, programming languages (Java, C/C++, Perl, etc.), and markup languages (HTML, XML)Ability to manage multiple, concurrent priorities across merchant projects and production issuesAbility to articulate complex topics to both technical and business audiencesAbility to conduct hard negotiation with clients under stretched termsAbility to learn complex concepts quicklyExcellent written and verbal communication skills in English and Bahasa IndonesiaSelf-starter with strong organization skills and resolution managementWhat will also help:
3+ years of payment industry experienceExperience in Card-not-present/Card-present and risk mitigation methodologyExperience working with cross-functional/cross-department teamsExperience in project managementSubject Matter Expertise in multiple areas such as card payments, products and services, payment technologies, wallet services gained through years of experience supporting clients and new product initiatives within a payment-processing environment Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.