Implementation Specialist, Enterprise Client Services
Singapore, Canada
6d ago

About Us :

CyberSource, a Visa company, is a global leader in eCommerce payment management. CyberSource was one of the world's first payment gateways, connecting online merchants to payment networks, including Visa.

Today, CyberSource offers a full-service payment management platform for eCommerce merchants, combining global payment processing, fraud management and payment security systems

Position Description :

The Implementation Specialist (IS) is responsible for providing excellent technical project support. Project support is defined by a Statement of Work (SOW) which would be pre-

agreed between CyberSource IS Management and the Customer.

The Implementation Specialists are experts in our connection methods, our Products and Services, and our on-boarding processes.

The role would facilitate short-term client engagements to generate Visa revenue while assisting CyberSource clients in their project delivery.

The IS will work with internal and external project teams to achieve the project goals and will provide expert implementation support, payments consulting, and project management, understanding all points along the Service Lifecycle.

Responsibilities :

  • Provide Implementation project support to CyberSource’s key customer base, including troubleshooting and resolution, through phone calls, emails and face-to-face meetings.
  • Liaise with clients, representing CyberSource’s products and services from both a technical and software integration perspective.
  • Manage technical project communications with client’s technical team, project team, customer services team and senior executives
  • Proactively resolve business & technical problems encountered during projects.
  • Act as the CyberSource lead in customer projects, effectively and efficiently deliver SOW agreed outcomes.
  • Work with clients to achieve an understanding of their core business and vertical and where CyberSource can add value.
  • Work collaboratively with the designated project team to ensure excellent customer service is offered consistently.
  • Work with Sales team to identify new strategic opportunities within existing relationships, either due to white space or new product / service offerings.
  • Project-manage customer engagements involving internal development teams or third party developers.
  • Maintain expert knowledge of CyberSource products and services through training and self-study
  • Create and own project documentation including SOW and Solution Designs
  • Feed implementation and product knowledge and requirements to internal teams.
  • Manage critical path escalations with a focus on the relationship management and merchant expectations.
  • Key Result Area :

  • Success will be measured by the completion of projects, through efficient and timely project sign off.
  • The IS should also maintain an active relationship with the wider CSS teams, and entire CYBS working groups.
  • Meet or exceed against agreed performance goals and objectives.
  • Organization Scope :

  • The role reports to the Manager, Enterprise Support Client Services
  • The IS team sits within the Client services organization and is part of a global team.
  • The IS is an Individual Contributor role but works alongside other global teams to fulfil the role
  • Key Competencies :

  • Committed to service excellence and added value through taking a proactive interest in client needs and works in partnership with them to achieve their aims
  • Contributes effectively to achievement of organisational vision through teamwork, employing open communication channels and sharing information to achieve a common objective
  • Makes a positive impact by executing on commitments to consistently deliver results alongside building support, commitment and respect from others by demonstrating professionalism, integrity and expertise
  • Achieves results by driving self and others to achieve results and surpass goals using sound processes that reflect governance discipline and efficiencies.
  • Works across boundaries and in partnership with others to achieve goals.

  • Continually improving through personal development and champions new ways of doing things
  • Demonstrates resilience; able to respond quickly to adapting organizational needs while continuously role modelling company values.
  • Provides the energy and drive to identify and create opportunities for new and innovative ways to meet client needs
  • Researches industry best practice and trends; applies this to own role to stretch thought boundaries.
  • Able to quickly assimilate key information; quickly applies new knowledge
  • Understands and demonstrates the importance of sharing knowledge
  • Contributes effectively to achievement of organizational vision through teamwork. Adapts communication style to situations and audiences.
  • Takes full ownership of a task, not deterred by internal issues. Retains composure under pressure; uses an appropriate balance of logic and emotion to resolve issues
  • Required Experiences :

  • Demonstrated technical implementation support or Project Management experience
  • Must have strong relationship management skills and experience and an ability to plan strategically Must be able to skilfully prioritize and manage concurrent projects and issues.
  • Excellent written and verbal communication skills in English.
  • Experience in working with cross-functional / cross-departmental and virtual teams, managing business and technical relationships.
  • Self-starter with strong organization and resolution management skills
  • Must work well as a part of a team.
  • Proven strong complex problem solving capabilities
  • Competency in a technical skillset, such as Programming language, coding, Webserver configuration, Scripting, REST API etc
  • Office based with occasional travelling to Customer site (
  • Preferred Qualifications :

  • University degree or equivalent experience
  • PRINCE2, PMP or similar project management certification;
  • Payment industry experience
  • Customer support experience
  • Card Present / Card-not-present and risk mitigation methodology experience is strongly preferred.
  • International banking knowledge, gained from merchant work experience.
  • Should be experienced with working in matrixed organisations
  • Expert understanding of CyberSource products and services.
  • Expert coding or technical architecture experience.
  • Additional Information

    Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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