Strategic Technical Account Manager

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.

**Join Visa: A Network Working for Everyone.**

**Job Description**:
**Team Summary**

The CardinalCommerce Global Customer Services team (GCS) is dedicated to ensuring an excellent Customer experience throughout the design, implementation and ongoing support of our authentication and data solutions, which we offer to both merchants and issuers alike.

**What a Strategic Technical Account Manager does at Visa**:
The Cardinal TAM team is tasked with supporting clients using the Cardinal VCAS Platform, an ACS leveraged by Issuer and Processors. As Strategic Technical Account Manager (TAM), you will be responsible for ongoing technical support of Cardinal’s suite of data-driven authentication solutions. A successful TAM will display high levels of business acumen, relationship building and technical troubleshooting skills. They will possess the technical capacity to handle incoming inquiries and provide guidance, best practice and resolution to our top tier customers. A TAM has a strong 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.

In this role, you are expected to:

- Act as in-market Cardinal Technical SME for Level 2/3 issues, functioning as a second level technical resource for best practice and Customer questions
- Act as First point of contact for strategic clients for priority issues.
- Ensure incoming support inquiries are handled & resolved in timely fashion and with highest level of Customer Service
- Liaise with Implementation and Solution teams on account expansion efforts.
- Support High Peak sales days like 11.11 etc and monitor the health of the key clients.
- Proactively monitor key accounts to identify trends, understand performance anomalies and work to implement ongoing performance improvements
- Provide on-call 24*7 support for key clients for priority issues.
- Assist Customers with:

- Basic and advanced transaction research
- Questions regarding Cardinal's Solutions and the authentication landscape in general
- Technical issues and inquiries
- Project work & enablement activities
- Assist Customer Success/Account Management Team(s) with
- Performance/Transaction Monitoring and trending
- Technical discussions/questions
- Data extraction for QBR presentations
- Relay RCA’s. highlighting preventative measures that result from VCAS caused issues.
- Engage with Solution Engineering & Product Management as the customer advocate on product roadmap discussions - feeding market feedback into Cardinal Centinel Product teams
- Per departmental guidelines, keep Salesforce current
- 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

**Why this is important to Visa**

**Projects you will be a part of**:
The Strategic TAM will engage in a wide variety of support activities and projects for some of the largest issuers and processors across the Asia Pacific market who are leveraging Cardinal’s authentication solutions. In many of these countries, authentication is a core requirement for processing card-not-present transactions, and proper functioning of Cardinal’s services are critical to their ability to securely process and accept online transactions. As a 3DS technical SME, the TAM will assist client in navigating complex issues in order to restore and/or optimize processing as quickly as possible and also provide 24*7 support for priority issues.

When you work with us, you get the best of two worlds. Cardinal is a small company, with a welcoming, family-like atmosphere. But as a Visa solution, we offer the world-class resources and benefits of a global company. As companies with a worldwide customer base, both Cardinal and Visa realize the benefits of having a diverse employee base, both for our products and customer service. We b