Technical Account Manager, Acceptance Solutions, Client Services

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Team Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The Acceptance Solution team within Client Service is to support Cybersource products and services. Cybersource offers a full-service payment management platform for Acquirer partners and merchants, covering global payment processing, fraud management and payment security systems.

What a Technical Account Manager does at Visa:

The Technical Account Manager supports and assists Acquirer partners and online and offline merchants using all Cybersource Enterprise products and services. The candidate will be responsible for providing technical and operational support via e-mail, direct phone on a daily basis, and face-to-face meetings occasionally. Responsibilities also include assisting new and existing clients to set Cybersource’s digital/online payment services, educating them on the use of our tools and reports, and solving issues by collaborating cross-functionally internally. The candidate will report to the Director, Client Services Acceptance Solutions Japan, and is required to work as a team member, displaying accurate interpretation and response as a world-class client services organization.

In this role, you are expected to:

• Act as primary technical and operational point of contact for Acquirer partners, addressing any technical challenges and payment system related questions from them.
• Manage partner/merchant escalations until the issues have been resolved.
• Configure internal systems to enable effective processing for clients using our products and services
• Manage new merchant implementations and provide consultative guidance.
• Monitor accounts to ensure optimal transaction performance.
• Advocate product enhancement requests with our cross-functional teams.
• Lead product training and perform account business reviews as needed.
• Maintain expert knowledge of Cybersource products and services through training and self-study
• Collaborate with internal/external partners and build good business relationships
• Engage and manage account/partners in online/face to face meetings

Why this is important to Visa?

This role is a crucial client-facing role in ensuring that various stakeholders are aware of the challenges faced by the front-line teams and how these relate to our products and requirements within an ever-changing landscape.

The function serves to display the wealth of product knowledge to our clients and our understanding on how we can help support their businesses.

What you will need:

We are looking for an individual who has a breadth of experience, a curiosity about payment technology, is results-driven and client focused. As a candidate, you should have:

• 8+ years of experience in client/customer service or account management in financial, payments, or information technology
• 8+ years of experience of payment or processing system is strongly preferred
• Strong understanding of technical concepts and requirements.
• Ability to comprehend technical topics and present them to non-technical users
• Strong troubleshooting/debugging skills and a passion for problem solving and investigation
• Ability to multi-task, continually re-prioritize cases and work under pressure
• Ability to work well as part of a team and cross-functionally
• A self-starter with strong organization skills and resolution management
• Excellent written and verbal communication skills in both Japanese and English
• Payment industry experience (Card-not-present/Card-present) strongly preferred

What will also help:

• Strong understanding of technical concepts, programming languages (Java, C/C++, Perl, etc.), and markup languages (HTML, XML).
• Risk mitigation methodology experiences of card-not-present and card-present
• Experience in project management
• Technical Web Application Support experience
• Network protocols, infrastructure, and topologies experience
• Subject Matter Expertise in multiple areas such as card payment products and services, payment technologies, wallet services

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.