Visa’s CyberSource business is a leading omni-channel commerce platform for merchants, acquirers, and technology partners enabling them to transact securely in both digital and face to face environments. CyberSource is part of Visa’s value-added services strategy to bring seamless payment experiences to sellers and resellers around the globe. We continue to transform our client service models and this role will help ensure that we continue to have best in class client servicing and delivery in the N. America region to continue to help build and grow strong client partnerships.The Consultant, Technical Account Manager will report directly to the Director, Enterprise Support and should be considered a go-to resource for Enterprise Client Services within region. This role has no team lead responsibilities. This is a technical management position, not sales management.The Consultant, Technical Account Manager will lead the design, implementation and configuration of CyberSource solutions to merchants. As a Consultant for N. America CyberSource Technical Solutions, you will be responsible for the success of our partner reseller clients and the health of their portfolios to ensure revenue retention and optimal revenue growth.Recognized as a key thought partner to our clients in terms of best-in-class approaches to payments, integration approaches and the Visa authority for all operational aspects of the CyberSource platform within Visa and our Client organizations. Engaging with clients across the globe daily, the function plays a critical role in shaping client interactions, providing informed counsel, identifying opportunities and informing the client, product and technology organizations with feedback and insights. The role provides functional and technical operational support for merchants, driving cross-organizational delivery of services to customers. Defines and deploys client service, business analysis and service implementation strategies to deliver effective, efficient, and consultative support and project management that aligns to Business Development, Client and Client Support Services business goals and objectives. Understand our client’s business, objective and identifies creative solutions to support and optimize client’s performance though the use of CyberSource and Visa products.Represents the voice of the customer to internal stakeholder organizations through accurate business requirements and ongoing client advocacy.You must be a highly organized, self-starter, with the ability to inspire and motivate others in a dynamic fast paced environment across the region.The ideal candidate will have a background in payments, client servicing and solution delivery.This position will have responsibility to cover enterprise clients and will include interacting directly with new & existing customers, business& technology partners and multi-functional Visa & CyberSource internal stakeholders.Main ResponsibilitiesProvide support, strategic direction, for the N. America CyberSource Clients, your role is to ensure our reseller partners can successfully and optimally manage their merchant and partner portfolios.You must be customer centric and build a performance-based culture focused on outcomes and key resultsImplement strategies, technologies, programs, and tools focused on delivering best in class experiences and services to merchants, acquirers, and resellers to increase operating efficiencies, driving incremental revenue, and increasing client satisfactionBe accountable for Client satisfaction of CyberSource’s platform, servicing, and support experiences for N. America clientsRepresent the voice of the client across Visa on all matters related to Visa products, ease of use, performance of the product and servicing focused on best-in-class customer experience, and optimal servicing and product utilizationEstablish and foster positive relationships with key clients and internal stakeholders to ensure minimal escalations and healthy business growthSupport Sales in business development efforts as required providing business analysis, technical product expertise and delivery overview for the implementation and support of CyberSource and Visa Value Added Services products and servicesAct as Internal and external escalation point for critical operational decisions affecting cardholder experience, and merchant processing, and partner successParticipate in key client business reviews with a focus on client performance and product utilization, acting as an advocate for optimal product usage, performance and providing consultative insights to ensure clients implement world class payment experiencesMaintain commercial and technical insights of the payment’s ecosystem in general, but also be current on the N. America payments landscape, consumer and merchant trendsFoster a high performing culture that becomes the benchmark for excellence at VisaProactively notify clients regarding any widespread or business critical problems/service issues and own timely resolution of critical production issues, end-to-end from escalation to resolution and respective client communicationContact each assigned account a minimum of once per month to ensure their support needs are being met and no open issues remainPerform a high-level transaction review for top 10 volume accounts a minimum of twice per monthNotify accounts in advance of a code release adding functionality and/or changes to the services they utilizePerform account training and/or retraining functions as needed. This training is to ensure that assigned accounts are familiar with and comfortable with new and updated servicesMonitor support traffic to watch for areas requiring intervention and/or follow upMaintain a high availability to all accountsMaintain ownership and account update on escalated tickets until the issue is resolvedThis is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.