Job Description

The Analyst, Technical Account Manager will report directly to the Senior Manager, Technical Solutions and should be the go-to resource for Enterprise CS within region. This is a technical management position, not sales management.

The Analyst, Technical Account Manager is the main technical liaison for CyberSource’s Premier Enterprise merchants. As a TAM within the CyberSource Customer Support team, you will be responsible for managing all technical aspects for our merchants’ implementations on the CyberSource side and will assist in ensuring that our merchants’ integrations are functioning optimally. TAMs assist with a merchant’s initial launch of CyberSource products and services and are also responsible for fostering the merchant relationship after the initial implementation. Should a merchant encounter any CyberSource related concerns, the TAM would address the issue, or help drive the incident to a resolution.

Responsibilities:

• Act as primary technical point of contact for Enterprise merchants and partners, addressing any technical challenges or payment questions that may arise, including troubleshooting and resolution through phone calls, emails, and face-to-face meetings
• Be able to integrate all Cybersource's connections methods including various APIs and Payment Forms as well as services associated with these connection methods.
• Manage merchant escalations until the issues have been resolved.
• Manage new merchant implementations and provide consultative payment guidance.
• Educate merchants on how new CyberSource products and functionalities may contribute to their business models.
• Monitor accounts to ensure optimal transaction performance.
• Advocate product enhancement requests with our cross-functional teams.
• Lead product trainings and perform merchant business reviews as needed.
• Build deep product knowledge in CyberSource products and services.
• Partner with Sales to build relationships with technical and business contacts across merchant account portfolio.
• Engage merchants in face-to-face meetings
• Occasional travel may be required (approx. 10 percent travel)

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications:

• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• Strong understanding of technical concepts and programming languages (Java, C/CPP, Perl, Python, etc.) and markup languages (HTML, XML). This is not a full stack developer role, but a candidate must be able to review sample code, understand and debug error messages, and perform basic troubleshooting.
• Previous practical experience with APIs (especially REST API), including how to set up and send requests and parse responses.
• A track record of a strong customer focus in a customer support role.
• Ability to skillfully prioritize and manage concurrent merchant projects and issues
• Excellent written and verbal communication skills.
• 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.

Additional Information

** 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 83,300.00 to 106,200.00 USD, 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.