Senior Technical Account Manager, Client Services

Company Description

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.

Job Description

Team Summary

The Client Services team 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 partners to Visa’s clients, providing expertise to support and successfully grow their business.

Within Client Services, our Value-added Service (VAS) Technical Solutions team plays a vital role in providing account management, technical support and solutions to clients through in-depth knowledge and consultative partnership across a wide range of Visa Acceptance and Issuing Solutions. With a focus on client needs, we enable our clients by helping to manage growth, resolve issues and ensure optimized use of our product and services. 

What a Senior Technical Account Manager does at Visa:

Senior Technical Account Manager (Sr. TAM) are the main technical and operational liaisons for Visa’s VAS client base. We are currently looking for a highly motivated candidate for our Korea & Mongolia cluster to manage relationships with existing and new partners in each market. This individual will be mainly responsible for engaging our Acceptance Solutions clients on new product implementation, technical advisory, and issue management, ensuring that their integrations are functioning optimally. This individual will also provide technical and operational support for clients who use Visa’s Issuing Solutions such as loyalty services and engagement platforms.     

In this role, you are expected to:

Acceptance Solutions

• Act as the primary technical point of contact for our Acceptance Solutions clients and partners, addressing any technical challenges or payment-related questions that may arise.
• Oversee and coordinate Acceptance Solutions implementations with clients and provide consultative integration guidance for new partners/merchants.
• Own Acceptance Solutions production issues end-to-end from escalation to resolution and client communication.
• Define engagement process and operating models between Acceptance Solutions reseller partners, merchants, and Visa.
• Support in pitching value-add of Acceptance Solutions functionalities to partner’s business from a technical perspective.
• Lead product trainings and perform client/partner business reviews as needed.
• Champion product enhancement requests with our cross-functional teams.
• Coordinate with regional/global Technical Solutions teams on shared initiatives/product matters.
• Engage directly with acquirers, reseller partners, and merchants in meetings.
• Build deep product knowledge across CyberSource solutions and services.

Issuing Solutions

• Collaborate with key client/partners and related stakeholders to provide technical and/or operational support for Issuing Solution service implementation and post-launch activities.
• Foster and facilitate strong partnership and teamwork between regional Issuing Solutions Client Services teams and in-country teams.  

Travel may be required in the course of supporting either Acceptance or Issuing Solutions (up to 20%).

Why this is important to Visa:

The Senior Technical Manager (Sr. TAM) are central operators to Visa’s VAS business across many markets and clients in Asia Pacific. To be successful, you will need to become a subject matter expert, a great coordinator of programs and thrive in a very strong teamworking culture. This role provides you an excellent opportunity to deepen client relationships by driving the value of our VAS suite and delivering optimal services that will help grow their business. Your ability to succeed in this role will directly impact our clients’ trust in our brand and technology in the Korea and Mongolia payment industry.

Qualifications

What you will need:

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

• Bachelor’s degree in computer science, Technology or equivalent qualification.
• A minimum of 8 years of experience including Customer Support/Account Management roles strongly preferred.
• Comprehensive understanding of Acceptance Solutions, primarily CyberSource, services and partner models (can be learned).
• Strong understanding of technical concepts, programming languages (Java, C/C++, Perl, etc.), and markup languages (HTML, XML).
• Strong leadership and communication skills to effectively engage clients and stakeholders on solutioning, issue management and consulting.
• Ability to manage multiple, concurrent priorities across client/partner projects and production issues.
• Ability to articulate complex topics to diverse hierarchies across technical and business audiences.
• Ability to conduct hard negotiation with clients under stretched terms.
• Ability to embrace and learn complex concepts quickly.
• Capacity to work independently, make decisions with limited information, and manage pressure.
• Excellent written and verbal communication skills in English and Korean
• Self-starter with strong organization skills and resolution management

What will also help:

• 3+ years of payment industry experience.
• Experience in card-not-present/card-present and risk mitigation methodology.
• Experience working with cross-functional/cross-department teams.
• Experience in project management.
• Subject matter expertise in areas such as card payments, products and services, payment technologies, wallet services gained through experience supporting clients within a payment-processing environment.

Additional Information

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.