Director, North America Cybersource Client Service Delivery & Partner Enablement
Company: Visa
Location: Ashburn
Posted on: August 7, 2022
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Job Description:
Company DescriptionVisa is a world leader in digital payments,
facilitating more than 215 billion payments transactions between
consumers, merchants, financial institutions and government
entities across more than 200 countries and territories each year.
Our mission is to connect the world through the most innovative,
convenient, reliable and secure payments network, enabling
individuals, businesses and economies to thrive.When you join Visa,
you join a culture of purpose and belonging - where your growth is
priority, your identity is embraced, and the work you do matters.
We believe that economies that include everyone everywhere, uplift
everyone everywhere. Your work will have a direct impact on
billions of people around the world - helping unlock financial
access to enable the future of money movement.Join Visa: A Network
Working for Everyone.Job DescriptionTeam SummaryVisa's Cybersource
business is a leading omni-channel commerce platform for merchants,
acquirers, and technology partners enabling them to transact
securely in both digital and face to face environments. The
platform provides payment processing and enhanced fraud management
capabilities for all payment types. A single connection to
Cybersource can enable a merchant to conduct global business
without the merchant having to integrate to local payment providers
/ methods one by one, significantly improving their go-to-market
speed. This works in harmony with Cybersource's Decision Manager,
the world's largest fraud detection radar allowing clients to
combat fraud effectively.What a Director, N. America Cybersource
Partner Enablement leader does at Visa:As Director for N. America
Cybersource Partner Enablement, you will be responsible for the
success of our partner clients and the health of their portfolios
to ensure revenue retention and optimal revenue growth.You will act
as the primary technical relationship liaisons for Cybersource's
resellers. You will be responsible for the success of our clients
and the health of their portfolios to ensure revenue retention and
optimal revenue growth. This position reports to the Vice President
of N. America Client Service Delivery - Cybersource.Recognized as a
key thought partner to our clients in terms of best-in-class
approaches to payments, integration approaches and the Visa
authority for all operational aspects of the CyberSource platform
within Visa and our Client organizations. Engaging with clients
across the globe on a daily basis, the function plays a critical
role in shaping client interactions, providing informed counsel,
identifying opportunities and informing the client, product and
technology organizations with feedback and insights. The role
provides functional and technical operational support for Clients,
driving cross-organizational delivery of services to customers.
Defines and deploys client service, business analysis and service
implementation strategies to deliver effective, efficient, and
consultative support and project management that aligns to Business
Development, Client and Client Support Services business goals and
objectives. Understand our clients business, objective and
identifies creative solutions to support and optimize client's
performance though the use of Cybersource and Visa
products.Represents the voice of the customer to internal
stakeholder organizations through accurate business requirements
and ongoing client advocacy. Builds a strong and cohesive team
through coaching, setting strategic direction and working knowledge
of Visa, merchant and acquiring businesses, technology, and
operations.You must be a highly organized, senior self-starter
leader, with the ability to inspire and motivate teams in a dynamic
fast paced environment across the region.The ideal candidate will
have a deep background in payments, client servicing and solution
delivery.In this role, you are expected to:Provide support,
strategic direction, for the N. America Cybersource Clients, your
role is to ensure our reseller partners are able to successfully
and optimally manage their merchant and partner portfolios.You must
be customer centric and build a performance-based culture focused
on outcomes and key resultsImplement strategies, technologies,
programs, and tools focused on delivering best in class experiences
and services to merchants, acquirers, and resellers to increase
operating efficiencies, driving incremental revenue, and increasing
client satisfactionBe accountable for Client satisfaction of
Cybersource's platform, servicing, and support experiences for N.
America clientsRepresent the voice of the client across Visa on all
matters related to Visa products, ease of use, performance of the
product and servicing focused on best-in-class customer experience,
and optimal servicing and product utilization Establish and foster
positive relationships with key clients and internal stakeholders
to ensure minimal escalations and healthy business growthSupport
Sales in business development efforts as required providing
business analysis, technical product expertise and delivery
overview for the implementation and support of Cybersource and Visa
Value Added Services products and servicesAct as Internal and
external escalation point for critical operational decisions
affecting cardholder experience, and merchant processing, and
partner successParticipate in key client business reviews with a
focus on client performance and product utilization, acting as an
advocate for optimal product usage, performance and providing
consultative insights to ensure clients implement world class
payment experiencesMaintain commercial and technical insights of
the payment's ecosystem in general, but also be current on the N.
America payments landscape, consumer and merchant trendsFoster a
high performing culture that becomes the benchmark for excellence
at Visa Proactively notify clients regarding any widespread or
business critical problems/service issues and own timely resolution
of critical production issues, end-to-end from escalation to
resolution and respective client communicationWhy this is important
to Visa:Cybersource is part of Visa's value-added services strategy
to bring seamless payment experiences to sellers and resellers
around the globe. We continue to transform our client service
models and this leadership role will help ensure that we continue
to have best in class client servicing and delivery in the N.
America region to continue to help build and grow strong client
partnerships.QualificationsWhat you will need:We are looking for an
individual who brings breadth of experience, a curiosity about
payments, is results-driven and client focused. As a candidate, you
should have:Bachelor's Degree or equivalent qualification. Top tier
MBA strongly preferred7+ years of experience, including at least 5
years of experience leading teams in payments arenaProven effective
decision making, strategy development and ability to drive results
backed up with a track record for successfully developing, growing,
and commercializing new businessesStrategic thinker with the
ability to frame-up the results into a cohesive strategy and
articulate recommendations and insightsDeep experience with client
service delivery and client support with the ability to manage
client expectations and occasional escalationsStrong disposition
towards action, self-starter and focus on completing tasks in a
timely fashionAbility to build strong networks and relationships
across organizational boundariesAn ability to instill and reinforce
a strong customer service and business-oriented ethic in a
teamStrong communication skills: ability to communicate at all
levels of the organizationComfortable operating in a complex
distributed organization with the ability influence those without
direct management responsibility in a matrixed
organizationComfortable operating in ambiguitySelf-aware with
ability to adapt to various situationsExcellent problem-solving
skills with a strong focus on client successWhat will also
help:Passionate about what you do, Service Delivery and fired up
about the opportunity to transform payments working for the
industry leaderCommercial experience with contracts and
pricingWorking knowledge of payments network and processing
servicesWorking knowledge of Client business drivers for their
operations and processing businessesDemonstrated, detailed
knowledge of the full breadth of systems, products and services
offered by VisaProjects you will be a part of:This is an incredibly
exciting time to join the Cybersource Client Service Delivery team.
You will be operating in a fast paced, unstructured setting to
contribute establishing a new business line. You will work with
strategically important clients of Visa to deploy and
operationalize new use cases by collaborating with a high
performing team.Additional InformationVisa has adopted a COVID-19
vaccination policy to safeguard the health and well-being of our
employees and visitors. As a condition of employment, all employees
based in the U.S. are required to be fully vaccinated for COVID-19,
unless a reasonable accommodation is approved or as otherwise
required by law.Work Hours: Varies upon the needs of the
department.Travel Requirements: This position requires travel 5-10%
of the time.Mental/Physical Requirements: This position will be
performed in an office setting. The position will require the
incumbent to sit and stand at a desk, communicate in person and by
telephone, frequently operate standard office equipment, such as
telephones and computers.Visa is an EEO Employer. Qualified
applicants will receive consideration for employment without regard
to race, color, religion, sex, national origin, sexual orientation,
gender identity, disability or protected veteran status. Visa will
also consider for employment qualified applicants with criminal
histories in a manner consistent with EEOC guidelines and
applicable local law.Visa will consider for employment qualified
applicants with criminal histories in a manner consistent with
applicable local law, including the requirements of Article 49 of
the San Francisco Police Code.
Keywords: Visa, Germantown , Director, North America Cybersource Client Service Delivery & Partner Enablement, Executive , Ashburn, Maryland
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