Client Success Manager

The Client Success / Technical Account Manager provides high quality technical, service and project support to our partners and clients, demonstrating an in-depth technical knowledge of Visa Acceptance Platform Products and services, representing all aspects of CyberSource’s technical support infrastructure. 

The Client Success Manager will be responsible for taking a proactive approach with an assigned list of high profile clients to ensure they are receiving the most comprehensive support possible. The will support the full breadth of our suite of payment processing and risk management products and services, tailoring the product information to the merchants they support.

Responsibilities:

• Deliver both ad-hoc and proactive Technical Support to an assigned portfolio of Visa Acceptance platform's key customer base, including troubleshooting and resolution, through phone calls, emails and face-to-face meetings.
• Liaise with clients alongside the commercial Account Manager, representing VISA products and services from both a technical and software integration perspective.
• Manage technical communications with the client’s technical team, project team, customer services team and senior executives.
• Proactively resolve business & technical problems.
• Manage new merchant implementations and provide consultative payment guidance to client base
• Manage technical escalation and issue management with global front-line support teams.
• Meet with existing clients for regular and ad-hoc service-related reviews.
• Understand the clients’ core business and verticals and develop strategies where VISA can add value.
• Project-manage larger customer engagements involving internal development teams or third party developers.
• Enter case information into the CRM to ensure appropriate resolution management
• Offer best practice advice on VISA Acceptance Platform products and services and the vertical.
• Advocate and drive product enhancement requests with our cross-functional teams

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager. 

Basic Qualifications :

• 5+ years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience.

Preferred Qualifications:

• 5+ years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience.

Technical Acumen

• 3-5 years experience with university degree and payments/ banking experience
• Well demonstrated Technical Support or Account Management experience
• Able to skillfully prioritize and manage concurrent projects and issues.
• Excellent written and verbal communication skills
• Experience in working with cross-functional/cross-departmental and virtual teams
• Programming language knowledge and Card-not-present (e-commerce or payment gateway) experience is strongly preferred.
• Self-starter with strong organization and resolution management skills
• Must work well as a part of a team
• Must demonstrate strong complex problem-solving capabilities
• Proficient in English and Russian

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.