Senior Technical Account Management (Cardinal Commerce)

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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