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.

The Consultant, Technical Account Manager will report directly to the Director, Enterprise Support and should be considered a go-to resource for Enterprise CS 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 and acquirers.

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

• 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 team approach with Sales on assigned accounts.  Notify of any potential issues or opportunities

• Maintain a high availability to all accounts

• Maintain ownership and account update on escalated tickets until the issue is resolved

This is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice.

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 Bachelor’s 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

COLORADO APPLICANTS ONLY: The estimated salary range for a new hire into this position in Colorado is 106,200 to138,000 USD.  Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for annual bonus and equity.
Visa has a comprehensive benefits package for which this position is eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.   

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 U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.