Sr Technical Account Manager

Sr Technical Account Manager Sales Full-time Date:Job Number: REFW Company Description Visa is a world leader in digital payments, facilitating more than billion payments transactions between consumers, merchants, financial institutions and government entities across more than 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 and Responsibilities 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 CyberSources 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.Deliver both ad-hoc and proactive Technical Support to an assigned portfolio of CyberSources 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 CyberSources products and services from both a technical and software integration perspective.Manage technical communications with the clients 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 baseAct as mentor and subject matter expert for the CyberSource Enterprise Technical Support teamManage 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 managementOffer 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 statusOwn and maintain Service Delivery Plan for each clientSuggest and drive process improvement within the teamMaintain an excellent relationship and high customer satisfaction survey results with each assigned client through regular communication and face to face meetings, ensuring that the clients 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.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 relationshipContributes 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 issuesDevelops self and others to ensure all are equipped with appropriate skills. Creates an environment of continuous improvement and an environment in which others can excelChampions innovative projects and demonstrates commitment to business excellence by consistently executing against deliverableDemonstrates consistent levels of resilience and a willingness to adapt to changing organisational needs while role modelling company valuesExplains complex issues in simple terms aims to create understanding regardless of seniority or audienceConsistently demonstrates the ability to think laterally and consider organisational strategyAble to pioneer new ideas, adapt processes and create new solutions with broader stakeholder supportSeeks out internal/external perceptions and data uses these to shape strategic plansPossesses a clear understanding of the broader competitive environment Qualifications University degree or equivalent experienceWell demonstrated Technical Support or Account Management experienceAble to skillfully prioritize and manage concurrent projects and issues.Excellent written and verbal communication skillsExperience in working with cross-functional/cross-departmental and virtual teamsSelf-starter with strong organization and resolution management skillsMust work well as a part of a teamMust demonstrate strong complex problem solving capabilitiesHas competency in a technical skillset, such as networking principles or coding.PRINCE2, PMP or similar project management certificationITIL certificationConversant in a European language, particularly French, Italian or SpanishPayment industry experience Card-not-present and risk mitigation methodology experience is strongly preferred.Thorough understanding of CyberSource products and servicesStrong understanding of technical concepts, programming experience (Java, C/C++, Perl, etc.), and markup languages (HTML, XML)Should be experienced with working in matrixed organisationsHas some commercial experience Additional Information Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Johannesburg, GT, ZA