Technical Account Manager at Visa

Purpose
The Technical Account Manager (TAM) provides high quality technical, service and project support to our most strategic clients, demonstrating an in-depth technical knowledge of Cyber Source products and services, representing all aspects of Cyber Source’s technical support infrastructure.

The TAM will be responsible for taking a proactive approach with an assigned list of high profile clients to ensure they are receiving the most comprehensive support possible. The TAM will support the full breadth of our suite of payment processing and risk management products and services, tailoring the product information to the merchants they support.

The TAM is a part of the larger CyberSource TAM team and reports into the Senior Director, Enterprise Technical Support, EMEA.

Principle Responsibilities

• Deliver both ad-hoc and proactive Technical Support to an assigned portfolio of CyberSource’s key customer base, including troubleshooting and resolution, through phone calls, emails and face-to-face meetings.
• Liaise with clients alongside the commercial Account Manager, representing CyberSource’s products and services from both a technical and software integration perspective.
• Manage technical communications with the client’s technical team, project team, customer services team and senior executives.
• Proactively resolve business & technical problems.
• Manage new merchant implementations and provide consultative payment guidance to client base
• Act as mentor and subject matter expert for the CyberSource Enterprise Technical Support team
• Manage technical escalation and issue management with global front-line support teams.
• Meet with existing clients for regular and ad-hoc service related reviews.
• Understand the clients’ core business and vertical and develop strategies where CyberSource can add value.
• Work with Sales team to identify new opportunities within existing relationships, either due to white space or new product/service offerings.
• Project-manage larger customer engagements involving internal development teams or third party developers.
• Enter case information into the CRM to ensure appropriate resolution management
• Offer best practice advice on CyberSource products and services and the vertical.
• Advocate and drive product enhancement requests with our cross-functional teams.
• Achieve and maintain CYBS product / process knowledge expert status
• Own and maintain Service Delivery Plan for each client
• Suggest and drive process improvement within the team

Key Results Areas

• Maintain an excellent relationship and high customer satisfaction survey results with each assigned client through regular communication and face to face meetings, ensuring that the client’s technical questions and queries are met or managed.
• Maintain an active and engaged relationship with the commercial account manager assigned to each account.
• Meet or exceed against agreed performance goals and objectives.

Organizational Scope

• This role reports in to Senior Director, Enterprise Technical Support, EMEA
• The role has local scope but forms part of a larger, global organisation.
• This role is an Individual Contributor role but does have seniority within the Enterprise Technical Support team.

Key Competencies

• Committed to service excellence and added value through exceeding client expectations and anticipating client needs. Works in close partnership with clients to achieve their aims and develop a mutually beneficial working relationship
• Contributes effectively to achievement of organisational vision through teamwork. Adapts communication style to situations and audiences.
• Maintains and promotes open communication channels and sharing information to achieve a common objective. Challenges organisational culture and processes that are barriers to working collaboratively.
• Demonstrates emotional intelligence, understands team dynamics builds constructive and effective relationships. Effectively resolves conflict between individuals and / or teams.
• Makes a positive impact by executing on commitments to consistently deliver exemplary results. Build support, commitment and respect from others by demonstrating professionalism, integrity and expertise. Considered a valuable source of expertise and knowledge.
• Achieves results by driving self and others to achieve results and surpass goals using sound processes that reflect governance discipline and efficiencies. Consistently strives to achieve and improve upon quality standards expected by colleagues and clients. Works across boundaries and in partnership with others to achieve goals.
• Takes full ownership of a task, not deterred by internal issues. Retains composure under pressure, uses an appropriate balance of logic and emotion to resolve issues
• Develops self and others to ensure all are equipped with appropriate skills. Creates an environment of continuous improvement and an environment in which others can excel
• Champions innovative projects and demonstrates commitment to business excellence by consistently executing against deliverable
• Demonstrates consistent levels of resilience and a willingness to adapt to changing organisational needs while role modelling company values
• Explains complex issues in simple terms, aims to create understanding regardless of seniority or audience
• Consistently demonstrates the ability to think laterally and consider organisational strategy
• Able to pioneer new ideas, adapt processes and create new solutions with broader stakeholder support
• Seeks out internal/external perceptions and data, uses these to shape strategic plans
• Possesses a clear understanding of the broader competitive environment

Required Experience

• University degree or equivalent experience
• Well demonstrated Technical Support or Account Management experience
• 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 team
• Must demonstrate strong complex problem solving capabilities
• Has competency in a technical skillset, such as networking principles or coding.

Preferred Experience

• PRINCE2, PMP or similar project management certification
• ITIL certification
• Conversant in a European language, particularly French, Italian or Spanish
• Payment industry experience
• Card-not-present and risk mitigation methodology experience is strongly preferred.
• Thorough understanding of CyberSource products and services
• Strong understanding of technical concepts, programming experience (Java, C/C++, Perl, etc.), and markup languages (HTML, XML)
• Should be experienced with working in matrixed organisations
• Has some commercial experience