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The Analyst, Technical Account Manager will report directly to the Senior Manager, Technical Solutions and should be the go-to resource for Enterprise CS within region. This is a technical management position, not sales management.The Analyst, Technical Account Manager is the main technical liaison for CyberSource’s Premier Enterprise merchants.  As a TAM within the CyberSource Customer Support team, you will be responsible for managing all technical aspects for our merchants’ implementations on the CyberSource side and will assist in ensuring that our merchants’ integrations are functioning optimally.  TAMs assist with a merchant’s initial launch of CyberSource products and services and are also responsible for fostering the merchant relationship after the initial implementation.  Should a merchant encounter any CyberSource related concerns, the TAM would address the issue, or help drive the incident to a resolution.Responsibilities:Act as primary technical point of contact for Enterprise merchants and partners, addressing any technical challenges or payment questions that may arise, including troubleshooting and resolution through phone calls, emails, and face-to-face meetingsBe able to integrate all Cybersource's connections methods including various APIs and Payment Forms as well as services associated with these connection methods.Manage merchant escalations until the issues have been resolved.Manage new merchant implementations and provide consultative payment guidance.Educate merchants on how new CyberSource products and functionalities may contribute to their business models.Monitor accounts to ensure optimal transaction performance.Advocate product enhancement requests with our cross-functional teams.Lead product trainings and perform merchant business reviews as needed.Build deep product knowledge in CyberSource products and services.Partner with Sales to build relationships with technical and business contacts across merchant account portfolio.Engage merchants in face-to-face meetingsOccasional travel may be required (approx. 10 percent travel).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.
