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Senior Technical Account Manager

3 months ago

Melbourne, Australia Visa Full time
Job Description

Client Services - Senior Technical Account Manager (Contract) - Australia

 

Team Summary

 

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:

 

Senior Technical Account Manager (Sr. TAM) are the main technical liaisons for Cybersource’s client base. We are currently looking for a Sr. TAM for the Cybersource Customer Support team to manage the relationships with our highest value partners and merchants. This individual will be responsible for engaging our partners/merchants on new products, requirements, and issue management, and the individual will have a vital role in ensuring that our partners’/merchants’ integrations are functioning optimally. The candidate will also work with our Alliances organization in fostering the relationships with our valued partners/merchants, and will play a key primary role during business reviews, trainings, and presentations.

 

This is a fixed term contract role which could be extended based on future requirements.

 

 

In this role, you are expected to: 
- Act as the primary technical point of contact for our largest high-value partners/merchants, addressing any technical challenges or payment questions that may arise
- Oversee and coordinate implementations and provide consultative integration guidance for new partners/merchants 
- Support in pitching value-add of Cybersource products and functionalities to partner’s/merchant’s business
- Proactively suggest business opportunities for partner/merchant and create win-win business models
- Define engagement process and the operating model between partner, merchants, and Cybersource teams
- Own production issues end-to-end from escalation to resolution and client communication
- Champion 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 our Alliance team to build relationships with technical and business contacts with our partners/merchants
- Engage directly with partners/merchants in meetings
- Aggregate key business inputs from client engagements to help track business requirements
- Coordinate with the Technical Account Management team on shared initiatives/product matters
- Travel may be required (up to 20% travel)

 

Why this is important to Visa

The Senior Technical Account Manager (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.

 

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.


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 Computer Science, Information Technology or equivalent
- 8+ years of experience in a Customer Support/Account Management role strongly preferred
- Proven track record of a strong customer focus
- A track record of a strong customer focus
- Comprehensive 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 issues
- Ability to articulate complex topics to both technical and business audiences
- Ability to conduct hard negotiation with clients under stretched terms
- Ability to learn complex concepts quickly
- Excellent written and verbal communication skills in English
- Self-starter with strong organization skills and resolution management

What will also help:
- 3+ years of payment industry experience
- Experience in Card-not-present/Card-present and risk mitigation methodology
- Experience working with cross-functional/cross-department teams
- Experience in project management
- Subject 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



Additional Information

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.