Senior Technical Account Manager
Ashburn, VA, USA | Visa
Functions:Customer Experience & Support
Job Description:91 people have viewed this job
Job Description and Responsibilities
This is an individual contributor role responsible for providing complex implementation management and business leadership (plan, direct, coordinate and lead activities, etc.) within Visa for consumer or business credit portfolios. This role serves as a subject matter specialist and works independently with guidance only in the most complex situations.
Provides business support and operational customer service needs to Clients launching consumer and/or business credit portfolios and guidance on appropriate applications.
Collaborate with others and take responsibility to accomplish Visa and client objectives, finding solutions to complex problems; proactively identify best practices, processing efficiencies/opportunities, providing quantifiable results and system enhancement support.
Consult with clients and provide technical expertise to structure an effective launch and address operational opportunities.
Become a subject matter expert by acquiring and maintaining a deep understanding of supported products and tools to resolve issues, identify operational opportunities, and train clients.
Understand how decisions may affect other teams and contribute to broader success.
Communicate with clients and various Visa teams (Product, Sales, Account Management, and Operations) to bring successful completion/resolution of projects/issues.
Create and maintain detailed logs of internal and external interactions within CRM
Represent client perspective within the organization.
Develop and grow relationships with internal stakeholders [Product Office, Sales, AM and Account Level Mgmt (ALM) team.]
Problem-Solving experience across a matrixed organization
Able to shift priorities as needed and demonstrate a proactive willingness to help others while managing non-routine launches/migrations as well as tactical and strategic clients and Visa initiatives.
Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency.
Assist with developing, implementing and monitoring departmental goals/ functional strategies to ensure achievement.
Responsible for own workflow assignments and must be able to take the initiative to resolve issues and meet deadlines.
Acquire and maintain a deep understanding of the strategies, priorities and issues related to Visa’s goals.
Responsible for accurately recording comprehensive activities within CRM system.
Be on-call as needed
Able to travel, if needed
Role could expand to providing support for additional existing or new products/services requiring similar skill set.
Secondary Job Responsibilities:The candidate must have a solution mindset, collaborate easily and successfully with all levels of management in a matrix organization structure.Strong leadership and interpersonal skills are required as cross-functional activities must be completed during this process. Operates with minimal supervision and able to make informed, well-reasoned decisions independently. Thrives on an environment that is fast-paced and dynamic to influence others and set solution-based direction.
4 years of work experience with a Bachelor’s Degree or
At least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD degree
7-10 years of client facing work experience and a Bachelor’s Degree or
6 years of client facing work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or
Requires a minimum of 5-8 years of responsible experience in an implementation management or support role in software, financial, or information services.
Extensive experience in using project management methodology is required.
Must be a self-starter with a demonstrated ability to provide solutions, work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
Proficiency providing consultative support to external clients and identifying business needs and operational opportunities.
Strong interpersonal skills and excellent time management, organization, and planning skills are essential.
Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
Needs to be able to develop and be part of the solution, effectively prioritize and multi-task under deadlines, influence others, and manage customer expectations.
Demonstrated expertise in using standard MS Office tools (e.g., Excel, PowerPoint, Word, Visio, etc.).
Excellent business ethics is required and the successful candidate will have experience and demonstrated success in the above listed core competencies.
Excellent verbal, written, presentation and interpersonal skills are required.
Additional experience with credit card portfolios is a plus.
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