Company Description Visa 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 Description Team Summary

　　The CardinalCommerce Global Customer Services team (GCS) is dedicated to ensuring an excellent Customer experience throughout the design, implementation and ongoing support of our authentication and data solutions, which we offer to both merchants and issuers alike.

　　What a Strategic Technical Account Manager does at Visa:

　　The Cardinal TAM team is tasked with supporting clients using the Cardinal VCAS Platform, an ACS leveraged by Issuer and Processors. As Strategic Technical Account Manager (TAM), you will be responsible for ongoing technical support of Cardinal’s suite of data-driven authentication solutions. A successful TAM will display high levels of business acumen, relationship building and technical troubleshooting skills. They will possess the technical capacity to handle incoming inquiries and provide guidance, best practice and resolution to our top tier customers.  A TAM has a strong 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.

　　In this role, you are expected to:

　　Act as in-market Cardinal Technical SME for Level 2/3 issues, functioning as a second level technical resource for best practice and Customer questionsAct as First point of contact for strategic clients for priority issues.Ensure incoming support inquiries are handled & resolved in timely fashion and with highest level of Customer ServiceLiaise with Implementation and Solution teams on account expansion efforts.Support High Peak sales days and monitor the health of the key clients.Proactively monitor key accounts to identify trends, understand performance anomalies and work to implement ongoing performance improvementsWork at standard Japan business hours, and occasionally attend outside-business hours clients calls in emergency situationsAssist Customers with:Basic and advanced transaction researchQuestions regarding Cardinal's Solutions and the authentication landscape in generalTechnical issues and inquiriesProject work & enablement activitiesAssist Customer Success/Account Management Team(s) withPerformance/Transaction Monitoring and trendingTechnical discussions/questionsData extraction for QBR presentationsRelay RCA’s. highlighting preventative measures that result from VCAS caused issues.Engage with Solution Engineering & Product Management as the customer advocate on product roadmap discussions – feeding market feedback into Cardinal Centinel Product teamsPer departmental guidelines, keep Salesforce currentKeep management informed of critical issues, strategic opportunities, and issue statusPrepare and present any required reports to requestor and management as requiredFollow all established processes and proceduresTravel required, 15-20% of time  

　　Why this is important to Visa

　　Customer support and satisfaction are critical functions of the CardinalCommerce business. A team of authentication-focused subject matter experts help our clients quickly resolve issues so they can continue to securely process and accept payments, and protect their consumers from fraud. 

　　Technical Account Managers are central operators to Authentication business teams across many Asia Pacific market teams and clients. To be successful as a TAM, you will need to become a subject matter expert, a great coordinator of programs and thrive in a very strong teamworking culture. Your ability to support the Authentication services will directly impact our clients trust in our brand and technology in the payment industry and money movement ecosystem.

　　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.

　　Qualifications What do you need:

　　Bachelor's Degree in Business, Finance, Technology or equivalent disciplineGood speaker of both Japanese and English language.8+ years of successful technical support and/or relationship management experienceAdvanced knowledge of authentication and payment brand transaction flowsCompetitive awareness and proficient in explaining Cardinal's product and service differentiatorsAbility to read/troubleshoot transaction logsDemonstrated success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environmentStrong financial acumen, proven analytical and decision-making abilitiesDrive results and successfully handle multiple priorities against tight deadlinesProven ability to take initiative and work independentlySuperior customer focus and drive for resultsAbility to work in a virtual environment while travelling, i.e. solid time management, organization, negotiation and influence skillsAbility to proactively identify business opportunities and persuasively influence both internal and external constituentsDemonstrated strong leadership capabilities and interpersonal skillsSuperior teamwork, interpersonal and communication skillsAbility to translate technical communications from engineers into client facing materialCandidate must be a self-starter and have a strong collaborative working style to work in a global team environmentStrong self-managed organization skills including resolution management and follow throughHigh degree of proficiency in MS Office (Word, PowerPoint, Excel)  

　　What will also help:

　　Payments industry knowledgeExperience working in fast paced, high-growth start up environments a plusUnderstanding of mobile payments, including contactless payments, online/remote payments, QR Codes, cloud-based payments, and chip cards (contact and contactless)Understanding of networking concepts and encryption protocols.High degree of proficiency in SalesForce preferred  

　　We are currently only able to extend offers to candidates with the right to work in Japan and are unable to offer new immigration sponsorship.

　　Additional Information 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.