Implementation Analyst

•    Provide high-quality, autonomous Implementation project support to CyberSource’s midmarket customer base, including troubleshooting and resolution, through phone calls and emails.
•    Be an expert in CyberSource’s products and services from both a technical and software integration perspective and represent that in-depth knowledge throughout the client engagement.
•    Drive technical communications with the client’s technical team, project team, and exec teams, ensuring transparent and collaborative partnership at all levels of the merchant business.
•    Proactively resolve business & technical problems encountered during projects, managing internal and external stakeholders to achieve results.
•    Consult with clients to assess project requirements and produce achievable Statements of Work, guiding the clients to alternative Products/Services/Processes, where necessary,
•    Exemplify excellent customer service for the benefit of the clients and internal employees, by creating a consultative and engaged relationship with the merchant.
•    Maintain a thorough knowledge of the merchant’s business objectives as a key driver to the project direction and timelines.
•    Build on opportunities within existing businesses as each project progresses, either due to white space or new product/service offerings, to enhance the merchant’s long term success.
•    Mentor and guide the CyberSource Enterprise Technical Support team as technical subject matter expert and problem solver.
•    Develop best practice advice on CyberSource products and services and the vertical to be shared internally and externally.
•    Advocate and drive product enhancement requests with our cross-functional teams.
•    Establish standard project markers and align client expectations with feasible project goals, delivering excellent project care for the duration of the engagement.
•    Identify and drive process improvement within the team

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

The Implementation Specialist provides high quality project support to our midmarket clients, representing all aspects of CyberSource’s technical support infrastructure.

This role is designed to extend our partnership within the global Sales teams by discovering revenue opportunities for the Sales team and CS team within the existing and new client base.

This role will handle complex projects, complex merchant requirements or luxury brands, including those where Beta products are being integrated, and will partner with Product Management, at all levels, to provide quality feedback about the Beta and General Availability products.