Senior Technical Account Manager

  • Remote
  • Global Customer Services
  • Welcome
  • Come join us
  • Benefits

Welcome

What we do.

Cardinal, a Visa solution, is a global leader in authenticating digital transactions. We work every day to make the digital shopping experience safe, rewarding, and engaging. We're a global leader not only because of what we do, but because of who we are. Our team represents the best of the best. We work in a way that suits our people, their lifestyles, work styles, and individuality. We work hard as a team to collectively meet - and exceed - goals and consider each other family. We are one of the leading fintech companies in Northeast OH with teams locally and around the world working remotely. We are proud of what we do and how we do it.

Come join us

Benefits

When you work with us, you get the best of two worlds. Cardinal is a small company, with a welcoming, family-like atmosphere. But as a Visa solution, we offer the world-class resources and benefits of a global company. As companies with a worldwide customer base, both Cardinal and Visa realize the benefits of having a diverse employee base, both for our products and customer service. We believe in promoting a diverse and inclusive workplace. Our employees come with different backgrounds and experiences, resulting in many different approaches that are part of our success. We are committed to empowering each and every one of our over 250 (and growing) employees. We show respect to others and believe in fair and equal treatment. We are dedicated to continuous improvement in all that we do. We use Lean and Agile principles and rituals as the framework for achieving that improvement. To achieve these goals, we need accomplished and ambitious people - people that recognize the value that comes with the varying perspectives, and the cultural awareness that comes with our diversity. What we are looking for could be someone just like you.

Job Details

The Senior Technical Account Manager will be responsible for dedicated ongoing technical support of top tier merchants & partners leveraging Cardinal’s data-driven Authentication Solutions. You will demonstrate an advanced understanding of Cardinal Products and an ability to apply analytical and troubleshooting skills to resolve technical issues. You will act as Level III technical support for Customers, liaising with both the Customer Support & Account Management teams.

What You'll Do:

  • Act as primary technical point of contact for large strategic merchants and partners,
    addressing any technical challenges or payment questions that may arise.
  • Educate merchants on how new Cardinal products and functionalities may contribute to their
    business models.
  • Monitor accounts to ensure optimal transaction performance.
  • Function as a Level 2/3 resource assisting Customers with: Advanced transaction research and troubleshooting
  • Cardinal/Industry inquiries – acting as authentication subject matter expert
  • Proactive analytics and data-driven insights in how to optimize performance
  • Ensure incoming support inquiries are handled in timely fashion and with highest level of
  • Customer Service
  • Assist in technical account expansion efforts (setting up new MIDs, coordinating/monitoring
    new traffic ramps, pilots, etc.)

What we need you to have:

  • Minimum of a Bachelor's degree in Business, Finance or Technology discipline
  • In lieu of degree, a high school diploma/equivalent with four or more years related experience
    and/or training or equivalent combination of education and experience will be considered
  • 5+ years of successful technical support and/or relationship management experience
  • High degree of proficiency in MS Office (Word, PowerPoint, Excel)
  • Proven analytical and decision-making abilities.
  • Able to proactively identify business opportunities and persuasively influence both internal
    and external constituents.
  • Superior teamwork, interpersonal and communication skills.
  • Developed information seeking skills and ability to communicate for results.
  • Advanced negotiation, influencing and collaboration skills.

What we need you to have:

  • Payments industry knowledge, including authentication and payment brand transaction flows.
  • Prior experience with salesforce.com
    Knowledge of Cardinal technology and implementation methods

 

Visa 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.

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.

This position requires the incumbent to be available during core business hours.

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 and reach with hands and arms.

Work Authorization: Authorization to work in the U.S. is a precondition of employment for this position. 

This position can be performed in a remote work arrangement for any candidate located outside the greater Cleveland area, or any Visa office. To foster community, connection, and collaboration, it is expected that candidates within a 50 mile commute of our Mentor, Ohio location adhere to a hybrid working model.   Hybrid work is also expected for any candidate within a 50 mile commute of a Visa office.  This hybrid model includes in office and work from home days each week.

Health

This position can be performed in a remote work arrangement for any candidate located outside the greater Cleveland area, or any Visa office. To foster community, connection, and collaboration, it is expected that candidates within a 50 mile commute of our Mentor, Ohio location adhere to a hybrid working model. Hybrid work is also expected for any candidate within a 50 mile commute of a Visa office. This hybrid model includes in office and work from home days each week.

Health

Visa 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.

Cardinal

Senior Technical Account Manager

Job LocationRemote
Job TeamGlobal Customer Services
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