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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.

• Deliver both ad-hoc and proactive Technical Support to an assigned portfolio of CyberSource’s 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 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
• Act as mentor and subject matter expert for the CyberSource Enterprise Technical Support team
• 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

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

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
• A track record of strong customer focus and client-facing experience.
• A self-starter with strong organization and resolution management skills.
• Strong leadership capabilities and interpersonal skills.
• Strong problem-solving skills.
• Deep understanding and experience with technical concepts.
• Be curious.
• Eager to learn. Eager to teach and share knowledge.
• Excellent written and verbal communication skills.

Preferred Qualifications

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• 4+ years of Payment Industry experience.
• 2+ years of disputes experience.
• Experience supporting Applications and Application Users.
• Scrum-certified or extensive experience with Scrum/Agile methodologies.
• Programming experience with web-based technologies. E.g., Java, HTML, XML, JSON, REST/SOAP.
• Experience with SharePoint, JIRA, and/or Wikis (Confluence).
• Experience working with cross-functional/cross-departmental teams.
• Executive-level written/verbal communication/interaction skills.

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.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 119,700 to 155,700 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.