Consultant, Technical Solutions

Consultant, Technical Solutions, is a vital role within our company, acting as the main technical liaison for Cybersource’s clients, whether merchants, acquirers, or payment facilitators. Cybersource is part of Visa Acceptance Solutions, and you as Consultant, Technical Solutions, will be responsible for owning the technical aspects of the service implementation and on the assistance to clients in production, ensuring optimal functioning. The Consultant, Technical Solutions is also responsible for fostering the client relationship working alongside the designated Account Manager to continuously develop and strengthen the relationship with their designated accounts. Should a client encounter any Cybersource related concerns, the Consultant, Technical Solutions would address the issue, or help drive the incident to a resolution.

Responsibilities

• Serve as the primary technical point of contact for assigned clients, maintaining strong relationships, and ensuring client satisfaction.

• Partner with Sales to build relationships with technical and business contacts across the account portfolio.

• Conduct regular business performance review of live merchants and partners.

• Proactively monitor client accounts, identifying any technical issues or challenges, and work closely with all stakeholders to resolve them in a timely manner.

• Manage and troubleshoot escalated technical problems, interfacing with Product Development, Product Management and Operations teams

• Provide technical training and support to clients, helping them maximize the value of the company's payment solutions.

• Educate clients on product features, functionalities, and potential integration opportunities.

• Keep clients informed by creating, editing, and distributing notifications and communications.

• Stay up to date with industry trends and emerging technologies relevant to digital payments and commerce.

• Contribute to the development and improvement of technical documentation, knowledge base, and support resources.

• Lead and drive technical projects and initiatives for clients, ensuring successful implementation and integration of the company's payment solutions.

• Act as a subject matter expert on industry standards and regulations pertaining to digital payments and commerce, ensuring compliance and security for clients

• Serve as a senior escalation point for complex technical issues, working closely with internal teams to ensure timely resolution and client satisfaction.

• Drive the development and implementation of new initiatives and processes to enhance the overall Technical Solutions function.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.