Director Technical Services CyberSource Strategic Accounts Visa Foster City

Job description
As Technical Service Director within the CyberSource Customer Support team, you will be responsible for managing the most strategic, high value merchants to the company. You will be involved with all technical aspects for our clients' CyberSource implementations, and will partner closely with the merchant on a daily basis to deliver unparalleled support and guidance on CyberSource products and services. The Technical Service Director will assist with a client's initial launch of CyberSource, and are also responsible for fostering the client relationship after the initial implementation. Should a client encounter any CyberSource related concerns, the Technical Service Director would address the issue, or help drive the incident to a resolution. This position will report to the Sr. Director – Strategic Accounts


Responsibilities

Act as primary technical point of contact for our most strategic clients and partners, addressing any technical challenges or payment questions that may arise.
Manage merchant escalations through resolution.
Service Delivery Management.
Develop and deliver transactional analytic reports.
Provide consultative advice to client on best practices and future market direction.
Manage new merchant implementations and provide consultative payment guidance.
Educate merchants on how new CyberSource products and functionalities may contribute to their business models.
Proactively monitor accounts to ensure optimal transaction performance.
Identify and advocate client 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.
Deliver technical messaging to the clients.
Act as mentor and subject matter expert for the CyberSource Merchant Support and Technical Account Management community.
Build relationships with the clients at the director level.
Assist in driving the Quarterly Business Reviews with the Customer Success Team.
Occasional travel may be required ( ~20% travel).

Qualifications

A track record of a strong customer focus. 12+ years of experience in a Customer Support/Account Management role is required.
Experience with CyberSource is required.
Strong understanding of technical concepts, programming experience (Java, C/C++, Perl, etc.), and markup languages (HTML, XML) is required.
5+ years of payment industry experience is required.
Must have the ability to skillfully prioritize and manage concurrent merchant projects and issues.
Card-not-present and risk mitigation methodology experiences are strongly preferred.
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.

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