Senior Project Manager

Senior Project Manager

Location: Foster City, CADuration: 12 months

Description:7+ Years’ Experience

The main function of an account manager is to manage the operational service and support needs for Client member banks and associations in a help desk environment.

Education/Experience:High School Diploma or GED required7+ years financial services related experience required; credit/debit card experience preferred

Major Job Duties and Responsibilities:Providing information and direction for customers regarding Client Net services, operating rules, integrated billing, and general authorization and chargeback transaction researchApprove the resolution of customers’ service or billing complaints by authorizing activities such as exchanging merchandise, refunding money, and adjusting billsAct as escalation point for clients/customersApprove the referral of unresolved customer grievances to designated departments for further investigationReview, monitor and audit records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions takenObtain and examine all relevant information to assess validity of complaints and to determine possible causesSolicit sale of new or additional services or productsReport on help desk activities to executive level management

Skills:Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills (Required)Strong ability to work independently and manage one’s time (Required)Strong ability to accurately document and record customer/client information (Required)Strong leadership and mentoring skills necessary to provide support and constructive performance feedback (Typically required)Previous experience with computer applications, such as Microsoft Word and PowerPoint (Required)

Description:As an Engagement Manager at our organization, you will be at the forefront of managing a specialized cross-functional team that supports our global strategic clients. This role is execution-focused and demands strong advocacy for our partners while overseeing product development and influencing product roadmaps within the broader CyberSource organization.Engagement Managers play a crucial role in cooperating with sales, relationship management, program management, product owners, and technology development teams. They are responsible for bringing innovative payment solutions to the market to differentiate our strategic partners, drive our sustained revenue growth, and extend our product offerings to enhance customer value and reinforce overall account relationships.As an Engagement Manager, your primary responsibility will be to partner with global, marquee enterprise clients. You will need to deeply understand clients' needs to facilitate the delivery of payment-related solutions that further their strategic objectives. This role requires strong client advocacy and an execution-focused mindset while overseeing product development and influencing product roadmaps within the broader CyberSource organization.Working closely with sales, relationship management, technology, and delivery teams, Engagement Managers are instrumental in bringing innovative payment solutions to market. These solutions help differentiate our enterprise clients, enable sustained revenue growth, extend core product/service offerings, increase customer value, and strengthen overall client relationships.Success in this role requires industry-leading expertise in understanding and explaining the evolving payment ecosystem, product development and delivery, as well as partner advocacy and management. Strong business development, product development, and relationship management skills are essential.

Responsibilities:Oversee all phases of project lifecycle, ensuring successful delivery.Be accountable for comprehensive program management support, including developing and managing project plans, timelines, governance plans, reporting, and budgets.Manage client interactions related to defining, committing, and delivering required functionality for their Go-To-Market plans.Develop and manage client's backlog.Lead project planning activities and facilitate project meetings, ensuring the team delivers high-quality deliverables on time.Establish and manage client expectations throughout the project lifecycle, following defined scope management processes.Communicate committed timelines and assist clients in supporting integrated ASPS solutions.Create Statements of Work (SOWs) that cover development, testing, implementation, and warranty periods.Coordinate with Solution Architects Product Management to determine the impact of mandates on client solutions.Report and escalate issues, risks, and blockers, with mitigation plans and resolution paths.Partner with Account Management / Sales on Client Commercialization Plans.Organize all areas of client support and act as the hub of all partner interactions.

Demonstrated Ability:Proven experience in project / program management, including managing scope, developing project plans/timelines, and addressing risks/issues.Strong business analysis skills with the ability to capture and manage client's requirements and excellent attention to detail.Expertise in customer relationship management.Proven ability to drive execution delivery with a focus on accountability and ownership within a matrix organization.Assertive approach, result-oriented, and ability to solve complex problems.Strong leadership qualities and experience working as part of a cross-functional team to meet client goals.Excellent oral and written communication skills, business development, product development, and relationship management skills.