Client Services – Technical Account Manager (Contract)

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Client Services – Technical Account Manager (Contract) – India

VISAMumbai, MH

30+ days ago

Job description

Job Description And Responsibilities

We are currently looking for a Technical Account Manager 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)

Qualifications

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

5+ years of experience in a Customer Support / Account Management role strongly preferred

Proven 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

Preferred Skills :

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

All your information will be kept confidential according to EEO guidelines.