Technical Account Manager

Job Description

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

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 Technical Account Manager does at Visa:

The Visa Technical Account Management team supports our clients in the use of a range of core products and value-add services. We play a critical role in Visa as our clients depend on our products and services to run their business optimally. With our deep knowledge and expertise, we enable our clients to derive maximum benefits from their investments in our products and services.

In this role, you are expected to:

• Act as primary technical point of contact for a portfolio of merchants and partners, addressing any technical challenges or payment questions a merchant that may arise
• Manage merchant escalations until the issues have been resolved
• Manage new merchant implementations and provide consultative payment guidance
• Educate merchants on how new Cybersource products and functionalities may contribute to their business models
• Monitor accounts to ensure optimal transaction performance
• Advocate 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 Sales to build relationships with technical and business contacts across merchant account portfolio
• Engage with merchants in face-to-face meetings
• Occasional travel may be required (10% travel)

Why this is important to Visa?

Technical Account Managers (TAM) are the main technical liaisons for Cybersource’s Premier Enterprise merchants. As a TAM within the Cybersource Customer Support team, you will be responsible for managing the technical aspects for our merchants’ implementations on the Cybersource side, and will assist in ensuring that our merchants’ integrations are functioning optimally. TAMs assist with a merchant’s initial launch of Cybersource products and services, and are also responsible for fostering the merchant relationship after the initial implementation. Should a merchant encounter any Cybersource related concerns, the TAM would address the issue, or help drive the incident to a resolution.

Projects you will be a part of:

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.

As part of the team, you will get opportunity to work on strategically important projects for clients and Visa.

· Provide technical support and account management of top tier Visa / Cybersource accounts in Singapore

· Manage new accounts in the pipeline

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
• 5+ years of experience in a customer support / account management role
• Strong understanding of technical concepts, programming languages (Java/C++, Perl, etc.) and markup languages (HTML, XML)
• Must have the ability to skillfully prioritise and manage concurrent merchant projects and issues
• Excellent written and verbal communication skills in English and Mandarin
• Experience in working with cross-functional/cross-departmental and virtual teams
• Self-starter with strong organization and resolution management skills
• Must be able to work well as a part of a team
What will also help:
• Payment industry experience
• Card-not-present and risk mitigation methodology experience is strongly preferred
• Experience in project management

Additional Information

Visa has adopted a Covid-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the country where this job is located are required to be fully vaccinated for Covid-19, unless as otherwise required by law. You will be asked to provide proof of full vaccination status during the interview process. I'm interested I'm interested Privacy Policy Cookies Settings