Technical Account Manager

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**:
**Purpose**

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

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

**Principle Responsibilities**
- 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
- 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 an