As Director, Technical Account Management, you will be responsible for providing integration and post-launch support to Visa Digital Solutions merchants, developers, and partners across the Global Enterprise, Mid-Market, and Small Business channels. You will be responsible for providing technical support of a client through the integration of the Visa Digital products and offer post launch escalation technical support to all live merchants and partners. You will be expected to handle escalated support requests, working with other teams inside and outside the Client Support Services organization. In addition to managing a small portfolio of accounts you will be responsible for helping to define processes to optimize efficiencies of the Visa Digital Services organization globally, including defining metrics reporting, global expansion planning, documenting processes, coordinating a global training plan, and leading audit and compliance activities.
Main Job Tasks and Responsibilities
Present product demonstrations and act as subject matter expert on checkout flow
Act as primary technical point of contact for merchants and partners addressing any technical challenges or issues they may have
Work cross-functionally to drive support processes globally
Develop global training plan
Define metrics reporting
Maintain global alignment between North America and rest of world
Troubleshoot technical merchant escalations until the issues have been resolved
Provide consultative guidance and best practices with regard to online payment processing and checkout flow
Manage and troubleshoot escalated technical problems, interfacing with Product Development, Product Management, and/or Operations teams
Perform business analytics and performance monitoring of live merchants and partners
Educate merchants on how ongoing enhancements of Visa services may benefit their business
Participate in requirements, design, and roll out of new products and services
Represent Client Support to other departments in the company including sales, operations, product management, and product development
Client-facing travel (international and domestic), ~20%
Key Knowledge Domains
Credit card payments and payment systems
eCommerce industry
Web technologies and systems
Mobile app development
Qualifications
A minimum of 12 years in-depth technical experience in a technology company or web consulting business such as technical support, software development, or web development is preferred
Bachelor's degree required
Client facing experience
Strong Power Point skills required
Candidate must be a self-starter and have a disposition to work independently with a commitment to detail in an organized manner
Experience working with e-commerce platforms, shopping cart technologies, and/ or payment service providers (gateways)
Understanding of mobile payments and architecture, including, NFC, TSMs, OTA, secure elements, contactless payments, online/remote payments, QR Codes, cloud based payments and chip cards (contact and contactless)
Demonstrated strong leadership capabilities and interpersonal skills
Executive-level written and verbal communication, and customer interaction skills
Strong organization skills including resolution management and follow up
Strong problem solving skills
Experience with web-based software development technologies: PHP, ASP, .NET, JavaScript, HTML, XML, JSON, REST APIs
Understanding of Web Security: SSL, HTTPS, Hash algorithms
Strong SQL skills
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