Technical Account Manager

Visa; Camden Town; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading global payments technology company is seeking a Technical Account Manager (TAM) to support clients in utilizing Visa Acceptance Solutions products. The TAM will manage technical queries, optimize client performance, and drive product adoption. Ideal candidates have experience in the payment industry, strong customer focus, and excellent communication skills. This is a hybrid role, with expected in-office days confirmed by the Hiring Manager.

Qualifications

• Experience in the payment industry with strong customer focus.
• Ability to manage concurrent initiatives and issues.
• Strong organizational and resolution management skills.

Responsibilities

• Deliver consultative Technical Support to assigned clients.
• Monitor client health and drive opportunities for performance optimization.
• Coordinate implementation of new Visa products for clients.

Skills

Customer focus

Communication skills

Organizational skills

Sales opportunity identification

Technical problem-solving

Job description

The Technical Account Manager (TAM) is a client-facing role that serves as a trusted subject matter expert supporting Visa Acceptance Solutions products, which includes Verifi, CyberSource, Cardinal, and VCAS. The TAM is the primary contact for complex technical queries relating to Visa Acceptance Solutions clients (merchants, PSPs, and gateways). As a TAM you will play a pivotal role in enabling new technical capabilities, driving product adoption, and optimizing client performance. The role requires a high level of technical proficiency and problem-solving ability to support clients with complex challenges while ensuring they maximize the value of Visa's solutions. In the role you will work closely with Client Services, Account Management, Sales and Product to proactively drive Client Success outcomes in alignment with Visa's strategy.

Responsibilities

• Deliver consultative Technical Support to an assigned portfolio of clients including troubleshooting and resolution of complex technical queries that require in-depth knowledge of the client's workflow.
• Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.
• Oversee implementation of new Visa products purchased by Clients by coordinating key Client and Visa teams to expedite implementation readiness activities and steer Client toward faster time to value and maximized adoption of deployed products.
• Establish cadence of regular client business review meetings to discuss product usage and performance, identify upsell / cross-sell opportunities.
• Support Business Reviews with Clients and Visa stakeholders, incorporating input, comparison and client progress against product metrics.
• Stay current with the latest payment processing trends, Visa Acceptance solutions (Verifi, Cybersource) and technologies to provide a good Client experience and generate new sales leads as solutions to identified client pain points.
• Maintain strong relationships with Client Services and other cross-functional teams within Visa to deliver subject matter expertise consultation as needed to optimize client performance.
• Foster and sustain trusted partnerships with internal Account Team members by aligning on the forward-looking relationship strategy and optimisation opportunities and executing against Client Success Plans.
• This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Qualifications

• Experience in payment industry with a track record of strong customer focus, preferably with dispute or fraud knowledge.
• Previous experience on sales or sales operation preferred.
• Ability to deftly prioritise and manage concurrent initiatives and issues.
• Ability to identify improvement and sales opportunities.
• Card not present and risk mitigation methodology experiences are ideal.
• Excellent written and verbal communication skills.
• Experience in working with cross-functional/cross-department teams.
• Experience in sales support, operational support.
• A self-starter with strong organisation skills and resolution management.

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.