Partner Enablement Manager

Job Description

Partner Enablement ManagerProduct & Project Management (Technical) Full-time Date: Job Number: REF012741WCompany DescriptionVisa 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. and ResponsibilitiesPurposePartner Engagement Managers (PEMs) are the main technical relationship liaisons for CyberSource?s top strategic Acquirer Solutions Partners, facilitating the partner?s development and the growth of their client base. The PEM will be responsible for engaging our partners on consumption of new products, solutions, client-level requirements, and issue management. They have a vital role in ensuring that our partners? integrations are functioning optimally and that the partner has what it needs to be successful. The PEM will also work with our Partner Success and/or Alliances organizations in fostering the relationships with our valued partners, and will play a primary role during operational reviews, trainings, escalations and presentations. The PEM will also work with their Commercial counterparts within the business to ensure that Product, Development, and Operations teams are incorporating the partners? strategic needs into internal business development activities.Principle Responsibilities* Primary technical point of contact for a small portfolio of our strategic Acquirer Solution Partners, addressing any technical challenges or operational issues that may arise or escalating where they can?t.* Manage escalations until the issues have been resolved.* Oversee and coordinate implementations and provide as-needed consultative integration guidance to assist the partner in onboarding new Acquirer Solution merchants.* Educate Acquirer Solution Partners on how new CyberSource products and functionalities may contribute to and enhance their business models.* Work with a portfolio of medium-sized Acquirer Solution Partners to develop best practices for technical implementation and support.* Define engagement processes between Acquirer Solution Partners, their end-merchants, and CyberSource teams.* Advocate product enhancement requests with our cross-functional teams and be the voice of Product Readiness back to the partner.* Lead product trainings and workshops, feed in to internal training teams to build out Best-in-class training for partner support teams and the partner?s clients.* Build and maintain deep product knowledge in CyberSource products and services.* Partner with our Alliance/ Partner Success teams to build relationships with technical and business contacts with our Acquirer Solution Partners.* Share a partner-centric ethos within the Client Services team, focusing an optimised team across Technical Account Management, Implementation Support and any other partner-focused resources such as Product Support Engineers and Product Readiness that may have been hired to support our partners. * Be responsive to larger initiatives being driven globally from the Senior and Executive leadership.* Travel is required (up to 20 per cent travel)Key Results Areas* Actively develop Acquirer Solution Partners engagement model, striving for continual service improvement* Maintain an excellent relationship with Acquirer Solution Partners through regular communication and face-to-face meetings, ensuring that the partner?s technical questions and queries are met or managed.* Meet or exceed against agreed performance goals and objectives.Organizational Scope* This role reports in to Director, Enterprise Technical Support, CEMEA* The role has local scope but forms part of a larger, global organisation.* This role is an Individual Contributor role.Key Competencies* Committed to service excellence and added value through exceeding partner expectations and anticipating partner needs. Works in close partnership with partners to achieve their aims and develop a mutually beneficial working relationship* Contributes effectively to achievement of organisational vision through teamwork. Adapts communication style to situations and audiences. * Maintains and promotes open communication channels and sharing information to achieve a common objective. Challenges organisational culture and processes that are barriers to working collaboratively.* Demonstrates emotional intelligence, understands team dynamics, builds constructive and effective relationships. Effectively resolves conflict between individuals and / or teams.* Makes a positive impact by executing on commitments to consistently deliver exemplary results. Build support, commitment and respect from others by demonstrating professionalism, integrity and expertise. Considered a valuable source of expertise and knowledge.* Achieves results by driving self and others to achieve results and surpass goals using sound processes that reflect governance discipline and efficiencies. Consistently strives to achieve and improve upon quality standards expected by colleagues and clients. Works across boundaries and in partnership with others to achieve goals.* 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* Develops self and others to ensure all are equipped with appropriate skills. Creates an environment of continuous improvement and an environment in which others can excel* Champions innovative projects and demonstrates commitment to business excellence by consistently executing against deliverable* Demonstrates consistent levels of resilience and a willingness to adapt to changing organisational needs while role modelling company values* Explains complex issues in simple terms, aims to create understanding regardless of seniority or audience* Consistently demonstrates the ability to think laterally and consider organisational strategy* Able to pioneer new ideas, adapt processes and create new solutions with broader stakeholder support* Seeks out internal/external perceptions and data, uses these to shape strategic plans* Possesses a clear understanding of the broader competitive environment * Office based with occasional travel both locally and abroad ( less than 20 per cent).SecurityAs with all positions within the Company, the job holder is responsible for the security of the Visa International environment and the physical security of all Visa property, documentation and member information.Health and SafetyGive full support to the Company?s health and safety policy and ensure that the policy is effectively implemented and all relevant health and safety legislation is complied with within their area of responsibility and within budgeted resources.QualificationsRequired Experience:? University degree or equivalent experience ? A track record of a strong customer focus. ? Experience in a Customer Support/Technical Account Management role. ? Has competency in a technical skillset, such as networking principles or coding, knowledge of technology APIs and integration methods ? Fluency in Arabic and English, spoken and written ? Able to skillfully prioritize and ma

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