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Director - Global Technical Account Management

Posted 8 March by Global Payments Easy Apply Ended

Job Description

Global Payments is a leading provider of technology-enabled payment services to businesses around the world, operating and providing global cross-border and localized solutions in 54 countries across 5 continents. The Worldwide Ecommerce group leads the company’s global ecommerce, card not present and omnichannel efforts including solutions strategy, GTM design and sales execution. The group sells full-stack ecommerce payment solutions to SME, Enterprise & Multinational clients and operates a center of excellence to drive ecommerce performance across our regional businesses.

The Global Technical Account Manager, Worldwide Ecommerce & Omnichannel (G-TAM) role is an integral part of our group that drives revenue retention and growth with our largest and most complex multinational clients through technical engagement and leadership. Our G-TAMs provide technical leadership across ecom & f2f channels and across all geographic markets.

Key Responsibilities

  • Partner with Global Commercial Account Managers (G-CAMs) to completely own the post-sale merchant relationship across a portfolio of our highest-value merchants
  • Collaborate with our Global Sales Engineering function to effect a seamless handoff and assume full responsibility for solutioning and all technical aspects of a merchant’s ongoing relationship with Global Payments
  • Administer the merchant integration and go-live process, including project managing systems integration between merchant, third parties and Global Payments
  • Architect and lead day-to-day technical servicing through coordination of resources from our global service centers; act as the ultimate technical point of contact for all technical matters
  • Provide ongoing technical consultation to optimize merchants’ technical payment infrastructure, including interfaces to GP-owned and third-party payment gateways and core processing platforms; educate merchants on products and services that can enhance their payment management operations
  • Provide technical payment thought leadership to merchants including optimization of approval rates, acceptance expense, shopper-to-buyer conversion, and interchange qualification; monitor merchant processing activity to ensure optimal performance
  • Partner with G-CAMs to identify and package actionable insights relative to a merchant’s relationship with Global Payments and share them in regular merchant communications and periodic business reviews
  • Translate scheme mandates, spec changes and the like into customized, actionable project plans; project manage recertification work between merchant, third parties and Global Payments
  • Act as voice of the customer to elevate merchant technical & product needs within Global Payments and to third parties; act as merchants’ chief technical advocate within Global Payments and with third parties
  • Understand the business objectives of key clients and assist the clients in aligning with available technologies
  • Become an expert in all Global Payments payment products and services across ecom & f2f channels and all geographic markets

Qualifications

  • 3+ years of ecom & f2f payments and merchant acquiring experience
  • 3+ years’ experience successfully managing and expanding strategic, global enterprise client relationships in the merchant payments industry from a technical perspective
  • Strong customer relationship management experience within enterprise B2B and B2C client segments
  • Significant experience working with clients who have complex, multinational operations and aggressive growth plans
  • Detailed understanding of enterprise merchant "order to cash" business processes and how payment management services intersect with those processes
  • Deep knowledge and understanding of the entire ecom, f2f and alternative payments ecosystem and complete transaction lifecycle across authorization, capture, clearing, settlement, funding, reconciliation, chargeback and representment states
  • Extensive experience with and understanding of the OmniPay platform across authorization, capture, clearing, settlement, reporting and dispute management processes
  • Extensive experience with Visa platforms and technologies, including VisaNet, DEX and CyberSource through VisaNet (CtV)
  • Experience working within the software development frameworks (such as Agile or Scrum) typically utilized by large organizations
  • Mastery of technicalconcepts within the payments domain; experience with the programminglanguages, web application stacks, hosting platforms, and deployment environments commonly used in the payments domain
  • Success working in fast-paced environments leveraging modern account management tools and methodologies
  • Excellent verbal & written communication skills; fluency in English; strong interpersonal skills & industry presence/gravitas
  • Ability to explain complex technical concepts to audiences at all levels of technical understanding
  • Excellent presentation skills and experience
  • Excellent analytical and problem solving skills
  • Bachelor’s Degree or equivalent experience
  • Ability to travel up to 30%

Required skills

  • B2B
  • Payments
  • Strategic Planning
  • Merchant Acquiring
  • B2C

Reference: 34642429

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