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Analyst, Technical Solutions

Visa Riyadh, Saudi Arabia Posted: 18 Apr 2024

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Financial

  • Salary unspecified
  • Zero income tax location

Accessibility

  • Hybrid

Requirements

  • Experience: Unspecified
  • English: Professional
  • French: Conversational
  • Spanish: Conversational

Position

  • Job Family Group: Client Support Services
  • Description: The 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.
  • Responsibilities:
    • Deliver both ad-hoc and proactive Technical Support to an assigned portfolio of CyberSource’s key customer base
    • 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
    • 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
    • Maintain an excellent relationship and high customer satisfaction survey results with each assigned client through regular communication and face to face meetings
    • 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 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 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 issues
    • Develops self and others to ensure all are equipped with appropriate skills
    • Creates an environment of continuous improvement and an environment in which others can excel
    • Champions innovative projects and demonstrates commitment to business excellence by consistently executing against deliverable
    • Demonstrates consistent levels of resilience and a willingness to adapt to changing organisational needs while role modelling company values
    • Explains complex issues in simple terms aims to create understanding regardless of seniority or audience
    • Consistently demonstrates the ability to think laterally and consider organisational strategy
    • Able to pioneer new ideas, adapt processes and create new solutions with broader stakeholder support
    • Seeks out internal/external perceptions and data uses these to shape strategic plans
    • Possesses a clear understanding of the broader competitive environment
  • Qualifications:
    • University degree or equivalent experience
    • Well demonstrated Technical Support or Account Management experience
    • Able to skillfully prioritize and manage concurrent projects and issues
    • Excellent written and verbal communication skills
    • Experience in working with cross-functional/cross-departmental and virtual teams
    • Self-starter with strong organization and resolution management skills
    • Must work well as a part of a team
    • Must demonstrate strong complex problem solving capabilities
    • Has competency in a technical skillset, such as networking principles or coding
    • PRINCE2, PMP or similar project management certification
    • ITIL certification
    • Conversant in a European language, particularly French, Italian or Spanish
    • Payment industry experience
    • Card-not-present and risk mitigation methodology experience is strongly preferred
    • Thorough understanding of CyberSource products and services
    • Strong understanding of technical concepts, programming experience (Java, C/C++, Perl, etc.), and markup languages (HTML, XML)
    • Should be experienced with working in matrixed organisations
    • Has some commercial experience
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