As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

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The PEM for Acquiring Solutions is an integral part of the overall structure within Client Services. Liaison as the primary technical point of contact for our high value Acquirer Solution (AS) Partner and front-line support team in Melbourne Australia.

The role of the PEM is as listed below:

Owns the technical relationship with the Acquiring Solutions Partner and is responsible for:

• Develop a Joint Support Infrastructure with AS Partner

• Coordinate the Service Delivery Management

• Lead the Ticket Management and escalation process within Cybersource

• Manage the communication and rollout of platform changes, production incidents, mandates and product changes

• Lead the process of escalation management until the issues have been resolved

• Support the Partner by providing training, technical knowledge and documentation

• Act as the primary escalation point between the Acquiring Solutions Partner and Cybersource support teams during the development of the partnership and steady state support

• Oversee and coordinate implementations and provide consultative integration guidance for new resold merchants as needed

• Define engagement processes between partner, resold merchants, and Cybersource teams

• Build deep product knowledge in Cybersource products and services

• Work with partner who has more complex integrations/product solutions. Act as project manager as required 

• Engage partner in face-to-face meetings and high-level quarterly business review discussion 

• Provide direct product support for direct AS Partner resources/ teams

• Supporting the activities of Acquiring Solutions Partner Product Readiness

• Assist in creation of implementation and onboarding processes for new/updated products

• Deliver targeted supplemental trainings for new production releases and changes

• Support AS Partner in pilot product rollouts to client base portfolio

• Coordinate email, notification and communication needs

• Coordinate with the Technical Account Management team on shared initiatives/product matters

Why this is important to Visa:

Senior Partner Enablement Manager (PEM) is the main technical liaison for Cybersource’s client base. We are currently looking for a Senior PEM for the Cybersource Client Services team to manage the relationships with our highest value partners. This individual will be responsible for engaging our partners on new products, requirements and issue management.  The role is vital in ensuring that our partners’ integrations are functioning optimally. The candidate will also work with our Alliances organization in fostering the relationships with our valued partners and will play a key primary role during business reviews, trainings and presentations.

• Proven track record of a strong customer focus
• Comprehensive understanding of the Acquire Solution Partner model is required
• Strong understanding of technical concepts, programming languages (Java, C/C++, Perl, etc.), and markup languages (HTML, XML)
• 5 years of payment industry experience is strongly preferred
• Must have the ability to skillfully prioritize and manage concurrent partner projects and issues
• Ability to articulate complex topics to variable audiences is required
• Card-not-present, Card present and risk mitigation methodology experiences are strongly preferred.
• Excellent written and verbal communication skills
• Proficient in English (verbal and written) is a must
• Experience in working with cross-functional/cross-department teams
• Experience in project management is preferred
• A self-starter with strong organization skills and resolution management

What will also help:

• Bachelor’s Degree or equivalent with 8+ years of experience in a Customer Support / Account Management role

• Subject Matter Expertise in multiple areas such as card payments, products and services, payment technologies, wallet services gained through years of experience supporting clients and new product initiatives within a payment-processing environment

• Experience of working with banks and Fintech in the Asia Pacific region

For the Additional Information field in SmartRecruiters:

Working Hours: Melbourne office business hours

Travel Requirements: Up to 20%

Physical Requirements: N.A.

EEO statement: N.A.

All your information will be kept confidential according to EEO guidelines.