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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