The Cardinal Commerce Global Customer Services team (GCS) team is tasked with supporting clients using the Visa Cardholder Authentication Service (VCAS) and other Cardinal Commerce products. As xxxx, 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.
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 withPerformance/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
Job Requirements
Required education
: Bachelor's degree
Required relevant work experience
: 10 years
Required languages:
English (Spoken: fluent | Written: fluent)
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