Consultant

Job Description

Visa’s CyberSource business is a leading omni-channel commerce platform for merchants, acquirers, and technology partners enabling them to transact securely in both digital and face to face environments. CyberSource is part of Visa’s value-added services strategy to bring seamless payment experiences to sellers and resellers around the globe. We continue to transform our client service models and this role will help ensure that we continue to have best in class client servicing and delivery in the N. America region to continue to help build and grow strong client partnerships.

The Consultant, Technical Account Manager will report directly to the Director, Enterprise Support and should be considered a go-to resource for Enterprise Client Services within region. This role has no team lead responsibilities. This is a technical management position, not sales management.

The Consultant, Technical Account Manager will lead the design, implementation and configuration of CyberSource solutions to merchants. As a Consultant for N. America CyberSource Technical Solutions, you will be responsible for the success of our partner reseller clients and the health of their portfolios to ensure revenue retention and optimal revenue growth.

Recognized as a key thought partner to our clients in terms of best-in-class approaches to payments, integration approaches and the Visa authority for all operational aspects of the CyberSource platform within Visa and our Client organizations. Engaging with clients across the globe daily, the function plays a critical role in shaping client interactions, providing informed counsel, identifying opportunities and informing the client, product and technology organizations with feedback and insights. The role provides functional and technical operational support for merchants, driving cross-organizational delivery of services to customers. Defines and deploys client service, business analysis and service implementation strategies to deliver effective, efficient, and consultative support and project management that aligns to Business Development, Client and Client Support Services business goals and objectives. Understand our client’s business, objective and identifies creative solutions to support and optimize client’s performance though the use of CyberSource and Visa products.

Represents the voice of the customer to internal stakeholder organizations through accurate business requirements and ongoing client advocacy.

You must be a highly organized, self-starter, with the ability to inspire and motivate others in a dynamic fast paced environment across the region.

The ideal candidate will have a background in payments, client servicing and solution delivery.

This position will have responsibility to cover enterprise clients and will include interacting directly with new & existing customers, business& technology partners and multi-functional Visa & CyberSource internal stakeholders.

Main Responsibilities

• Provide support, strategic direction, for the N. America CyberSource Clients, your role is to ensure our reseller partners can successfully and optimally manage their merchant and partner portfolios.
• You must be customer centric and build a performance-based culture focused on outcomes and key results
• Implement strategies, technologies, programs, and tools focused on delivering best in class experiences and services to merchants, acquirers, and resellers to increase operating efficiencies, driving incremental revenue, and increasing client satisfaction
• Be accountable for Client satisfaction of CyberSource’s platform, servicing, and support experiences for N. America clients
• Represent the voice of the client across Visa on all matters related to Visa products, ease of use, performance of the product and servicing focused on best-in-class customer experience, and optimal servicing and product utilization
• Establish and foster positive relationships with key clients and internal stakeholders to ensure minimal escalations and healthy business growth
• Support Sales in business development efforts as required providing business analysis, technical product expertise and delivery overview for the implementation and support of CyberSource and Visa Value Added Services products and services
• Act as Internal and external escalation point for critical operational decisions affecting cardholder experience, and merchant processing, and partner success
• Participate in key client business reviews with a focus on client performance and product utilization, acting as an advocate for optimal product usage, performance and providing consultative insights to ensure clients implement world class payment experiences
• Maintain commercial and technical insights of the payment’s ecosystem in general, but also be current on the N. America payments landscape, consumer and merchant trends
• Foster a high performing culture that becomes the benchmark for excellence at Visa
• Proactively notify clients regarding any widespread or business critical problems/service issues and own timely resolution of critical production issues, end-to-end from escalation to resolution and respective client communication
• Contact each assigned account a minimum of once per month to ensure their support needs are being met and no open issues remain
• Perform a high-level transaction review for top 10 volume accounts a minimum of twice per month
• Notify accounts in advance of a code release adding functionality and/or changes to the services they utilize
• Perform account training and/or retraining functions as needed. This training is to ensure that assigned accounts are familiar with and comfortable with new and updated services
• Monitor support traffic to watch for areas requiring intervention and/or follow up
• Maintain a high availability to all accounts
• Maintain ownership and account update on escalated tickets until the issue is resolved

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

Basic Qualifications:

• 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Intermediate-level knowledge of multiple programming / scripting languages. (Java, C/C, Perl, PHP, etc.)
• Strong troubleshooting/debugging skills
• Customer Service Experience with specific and well-formed knowledge of customer support tools and processes
• Experience of working in the payments industry and/or eCommerce
• Knowledge of payment and or risk management systems
• Experience of being an escalation point for internal team queries
• Experience of effective cross-functional collaboration between technical, service delivery, support & commercial facing teams
• Experience of regularly giving presentations to customers
• Experience of working alongside a sales team, supporting them to help win new business
• Well organized and detail-oriented with a strong background in exceeding customer expectations
• Exceptional verbal and written communication skills
• Ability to multi-task, continually re-prioritize cases and work under pressure
• Ability to work well as part of a team and collaborate with others at all organizational levels
• Experience of working as part of a global support team