We are searching for a Director, CyberSource Strategic Accounts(Strategic TAM) who will be responsible for overseeing CyberSource strategic clients'. The Strategic TAM is expected to provide ongoing support for CyberSource solutions, and will be at the forefront of any issue management as needed. The individual will have a vital role in ensuring that the clients' integrations are functioning optimally, and will work closely with others in our organization to foster the relationships with our valued clients' The individual will also play a key primary role during business reviews, trainings, and presentations. This position reports directly to the Sr. Director, CyberSource Strategic Clients, and the role is based in Singapore.
Deliver consultative Technical Support to an assigned portfolio of CyberSource’s strategic customer base, including troubleshooting and resolution, through phone calls, emails and face-to-face meetings.
Partner with the commercial Account Manager to develop a strategic partner relationship with key account base.
Understand and develop the clients’ technical e-commerce strategy, working with Sales and product teams to identify new opportunities within existing relationships.
Achieve and maintain CYBS product / process knowledge expert status, to provide consultative payment guidance on CyberSource’s products and services from both a technical and software integration perspective.
Proactively manage technical communications with the client’s senior executives, technical team, project team, and customer services team. Identifies and drives resolution both internal and external communication gaps.
Act as a mentor and subject matter expert by modelling director level competencies to the CyberSource Enterprise Technical Support team.
Proactively monitor accounts using CSS Tools and Processes to alert clients to potential service disruptions.
Drive technical escalation and issue management with global front-line support teams.
Meet with existing clients for regular and ad-hoc service related reviews. Collaborate across cross-functional CyberSource teams to create impactful materials to present to customers, drive planned strategic approach with account management and exemplify excellent meeting management skills.
Project manage strategic customer engagements involving internal development teams or third party developers. Identify risks and issues with the client implementation and proactively resolve to drive client satisfaction. Communicate status to CSS Leadership of implementation.
Advocate and drive product enhancement requests with our cross-functional teams.
Own, maintain and update the Service Delivery Plan for each client, ensuring this is socialised with all main stakeholders.
Identify and champion process improvement within the CSS team
Occasional travel may be required (~20% travel)
Qualifications
A track record of a strong customer focus. 8+ years of experience in a Customer Support/Account Management role is strongly preferred.
Comprehensive understanding of CyberSource products is required.
Strong understanding of technical concepts, programming languages (Java, C/C++, Perl, etc.), and markup languages (HTML, XML).
5+ years of payment industry experience is strongly preferred.
Must have the ability to skillfully prioritize and manage concurrent merchant projects and issues.
Ability to articulate complex topics to variable audiences is required.
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.
Bachelor’s degree in business or technology is required.
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