Technical Account Manager - Acceptance Solutions

Job Description:

• Act as the primary technical point of contact for a portfolio of merchants and partners, addressing any technical challenges or payment questions that may be raised.
• Oversee and coordinate implementations and provide consultative integration guidance for new partners/merchants
• Support in pitching value-add of Cybersource products and functionalities to partner’s/merchant’s business
• Proactively suggest business opportunities for partner/merchant and create win-win business models
• Define engagement process and the operating model between partner, merchants, and Cybersource teams
• Own production issues end-to-end from escalation to resolution and client communication
• Champion 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 our internal teams to build relationships with technical and business contacts with our partners/merchants
• Engage directly with partners/merchants in meetings
• Aggregate key business inputs from client engagements to help track business requirements
• Coordinate with the Technical Account Management team on shared initiatives/product matters
• Travel may be required (up to 20% travel)

What you will need:

• Bachelor’s Degree in Computer Science, Information Technology or equivalent
• Minimum 8 years of experience in a Customer Support/Account Management role strongly preferred
• Proven track record of a strong customer focus
• Strong understanding of technical concepts, programming languages (Java, C/C++, Perl, etc.), and markup languages (HTML, XML).
• Ability to manage multiple, concurrent priorities across merchant projects and production issues
• Ability to articulate complex topics to both technical and business audiences
• Ability to conduct hard negotiation with clients under stretched terms
• Ability to learn complex concepts quickly
• A self starter with strong organization skills and resolution management.

What will also help:

• 3+ years of payment industry experience
• Experience in Card-not-present/Card-present and risk mitigation methodology
• Experience working with cross-functional/cross-department teams
• Subject Matter Expertise in multiple areas such as card payments, products and services, payment technologies, wallet services gained through years of experience supporting clients and new product initiatives within a payment-processing environment