Implementation Analyst

1 week ago


Manila, National Capital Region, Philippines Visa Philippines Business Processing Center, Corp. Full time

What an Implementation Specialist does at Visa:

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 CS Management and the Customer.

In this role, you are expected to:

  • 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
  • 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
  • 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
  • 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
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