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Director, Technical Account Management

Visa

Posted on November 4, 2019

10 - 11 years Dubai - United Arab Emirates

Any Graduation. Any Nationality

Opening 01

Job Description

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Job Description and Responsibilities
Job Scope
The Cardinal Commerce Global Customer Solutions team (GCS) team is tasked with supporting clients using the Visa Cardholder Authentication Service (VCAS) and other Cardinal Commerce products. As Director, Technical Account Management, you will be responsible for dedicated ongoing technical support of Cardinal s Enterprise-level book of business with both Merchant and Issuer Customers. A successful TAM will display high levels of Business Acumen, relationship building and consultative-selling skills. They will possess the technical capacity to handle incoming inquiries and provide technical guidance to our top tier Customers. Show an understanding of Cardinal Product Strategy and Vision and have the ability to drive execution of strategy by working in tandem with Cardinal's Sales, Customer Success, and Support teams as well as with in-market Visa teams. Will act as Cardinal SME (tech sales, integration, support) for our customers.
Main Job Tasks and Responsibilities
• For assigned book of business (existing Enterprise Clients) act as Cardinal Technical SME
• For assigned accounts, create and maintain complete technical profile outlining how Customer has implemented Cardinal solutions (connection methods, flow diagrams, Customer environment, etc.)
• Function as a second level technical resource for best practice and Customer questions
• Ensure incoming support inquiries are handled in timely fashion and with highest level of Customer Service
• Engage with Customer Support as a Customer advocate to ensure speedy resolution of customer issues
• Lead technical account expansion efforts (setting up new MIDs, coordinating/monitoring new traffic ramps, pilots, etc.)
• Assist assigned Customers with:
• Basic and advanced transaction research
• Questions regarding Cardinal's Solutions and the authentication landscape in general
• Technical issues and inquiries
• Assist Customer Success Team with
• Performance/Transaction Monitoring and trending
• QBR process
• Technical discussions/questions
• Engage with Solution Engineering & Product Management as the customer advocate on product roadmap discussions

Per departmental guidelines, keep Salesforce current

Coordinate successful kickoff and start-up of new accounts along with Customer s Project Managers, as required

Keep management informed of critical issues, strategic opportunities, and issue status

Prepare and present any required reports to requestor and management as required

Follow all established processes and procedures

Travel required, 15-20% of time
Key Knowledge Domains

Advanced knowledge of authentication and payment brand transaction flows

Advanced knowledge in Cardinal technology and implementation methods

Ability to read/troubleshoot transaction logs

Demonstrated Success in in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment

Competitive awareness and proficient in explaining Cardinal's product and service differentiators

Superior customer focus and drive for results

Proven ability to take initiative and work independently

Strong financial acumen

Drive results and successfully handle multiple priorities against tight deadlines


IT - Software Services

Corporate Planning / Consulting / Strategy / M&A

Desired Candidate Profile


Qualifications
Knowledge/Skills/Abilities:

Minimum of a Bachelor's degree from an accredited college or University, within a Business, Finance or Technology discipline

In lieu of a bachelor s degree, an Associate s degree with 10+ years of experience will be considered

5+ years of successful technical support and/or relationship management experience

High degree of proficiency in MS Office (Word, PowerPoint, Excel)

Ability to work in a virtual environment while travelling; i.e. solid time management, organization, negotiation and influence skills.

Proven analytical and decision-making abilities.

Able to proactively identify business opportunities and persuasively influence both internal and external constituents.

Superior teamwork, interpersonal and communication skills.
• Developed information seeking skills and ability to communicate for results.

Advanced negotiation, influencing and collaboration skills.
• Candidate must be a self-starter and have a disposition to work independently with a commitment to detail in an organized manner
• Demonstrated strong leadership capabilities and interpersonal skills
• Executive-level written and verbal communication, and customer interaction skills
• Ability to translate technical communications from engineers into client facing material
• Strong organization skills including resolution management and follow up
• Experience in owning and defining business processes in a technology company

Keywords

Director Technical Account Management Client Support Services Cardinal Commerce

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Visa


Company Description
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provide s secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You're an Individual. We're the team for you. Together , let's transform the way the world pays.
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