Technical Account Manager

The Technical Account Manager (TAM) is responsible for providing excellent technical, service and project support to a portfolio of 12 to 14 Enterprise clients. The TAM is responsible for working alongside the designated Account Manager to continuously develop and strengthen the relationship with their designated accounts.

The TAM will demonstrate an in-depth technical knowledge of CyberSource products and services, representing all aspects of Cybersource's technical support infrastructure.

The TAM is a part of the larger CyberSource TAM team and reports into the Manager of Technical Account Management, EMEA.

Principle Responsibilities

• Provide ad-hoc Technical Support to CyberSource’s key customer base, including troubleshooting and resolution, through phone calls, emails and face-to-face meetings

• Deliver Quarterly Business Reviews and provide recommendations based on data driven insights
• Liaise with clients alongside the Account Manager, representing CyberSource’s products and services from both a technical and software integration perspective.
• Manage technical communications with client’s technical team, project team, customer services team and senior executives
• Proactively resolve business & technical problems.
• Work collaboratively with the designated account team to ensure excellent customer service is offered consistently.
• Work with Sales team to identify new opportunities within existing relationships, either due to white space or new product/service offerings.
• Work with global front-line support teams for technical escalation and issue management.
• Meet with existing clients for regular and ad-hoc service related reviews.
• Work with clients to achieve an understanding of their core business and vertical and where CyberSource can add value.
• Project-manage larger customer engagements involving internal development teams or third party developers.
• Maintain expert knowledge of CyberSource products and services through training and self-study
• Own and maintain Service Delivery Plan for each client.
• Enter case information into the CRM to ensure appropriate resolution management.

This is a 15 Months Fixed-Term contract hybrid position. Employees in hybrid roles are expected to work from the Reading office 2-3 set days a week (determined by leadership/site), with a requirement of being in the office 50% or more of the time based on business needs.

Requirements

Basic Qualifications
• A track record of a strong customer focus. Demonstrable experience in a Technical Account Management is strongly preferred.
• Must have strong relationship management skills and experience and an ability to plan strategically
• Familiarity of technical concepts, APIs, programming languages, or markup languages are desired.
• Must have the ability to skillfully prioritize and manage concurrent merchant projects and issues.
• 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
• Excellent written and verbal communication skills.
• Experience in working with cross-functional/cross-department teams.

Preferred Qualifications
• University degree or equivalent experience
• PRINCE2, PMP or similar project management certification
• Payment industry experience
• Customer support experience
• Card-not-present, Card-present and risk mitigation methodology experience is strongly preferred.
• International banking knowledge, gained from merchant work experience.
• Should be experienced with working in matrixed organisations
• Thorough understanding of Visa Acceptance Solution (Cybersource) products and services.