Total 711 Information Technology job vacancies in melbourne corporate

As a Mandarin-speaking Technical Account Manager, you will collaborate with our merchant partners, agency partners and internal teams to deliver world-class proactive service and technical excellence. You will focus on maintaining substantial, long-term merchant and agency partner relationships while resolving technical issues quickly and efficiently.

You will leverage your HTML, CSS, and Javascript expertise to analyze and creatively solve integration issues on merchant websites/ in-store terminals and partner with internal teams. Your technical acumen and interpersonal skills will allow you to serve as a trusted technical advisor to merchants, translating their business needs into technical solutions that drive feature and product adoption at scale.

In this pivotal role, you will report to our regional Lead, TAM.

We are much more than our job descriptions, but here's where you will begin….

Responsibilities:

• Serve as the primary technical point of contact for merchants and partners based in China, driving the technical relationships with merchant and agency partners.

• Proactively identify, diagnose and resolve critical technical issues in a timely and professional manner.

• Work closely with Account Management and other merchant-facing teams to ensure seamless operational support and satisfaction for our merchant and agency partners.

• Foster long-term user relationships that grow loyalty to Cash Commerce products

• Provide education to merchant partners, agency partners and internal teams on new and existing features.

• Produce accurate, timely status updates for support tickets that provide a balanced clarity of detail, demonstrating excellent organisational and communication skills.

• Document challenges and blockers encountered to further share your learnings with other technical account managers in stand-ups and status check-in calls.

• Own the end-to-end macro-level delivery of all in-store and online self-serve Integrations.

• Leveraging HTML, CSS, and Javascript skills to assess and creatively solve integration issues on merchant websites and in-store terminals.

• Oversee integration health monitoring, conduct thorough root-cause analyses, and implement proactive measures to prevent future issues.

• Work cross-functionally with Product, Engineering, and other departments to devise technical and operational enhancements for the merchant experience.

• Drive new features and product adoption with merchant partners, including betas and pilots.

• Efficiently manage and communicate with various stakeholders, centralising information from diverse sources to streamline processes.

• Set and manage expectations with senior leadership for key merchant accounts regarding critical incidents and project developments.

• Proactively lead new product life cycles in conjunction with engineering teams to facilitate merchant partner adoption, including technical documentation review, merchant/partner feedback, future deployments and continuous product improvement and evaluation. 

• Manage incidents with precision and efficiency, conducting in-depth internal investigations to identify root causes and develop technical uplift mitigation strategies.

• Create and distribute merchant-facing content to clarify common issues and promote problem-solving.

As a Technical Account Manager, you will provide best-in-class guidance and advice in integration expertise across all omnichannel platforms, regions and segments. You maintain high-performing, healthy global self-service integrations, deliver retail onboarding and support our merchants through our technical account management queues.

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Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

What you will be doing:

• Plans and coordinates all aspects of  projects from initiation through delivery.
• Develops, defines and executes project plans, project scope, activities, schedules, budgets and deliverables.
• Identifies needed resources for projects, defines and assigns major project roles.
• Creates project charters to identify project scope, critical success factors, risks, etc.
• Manages the project work plan and holds the team and project resources accountable to variances in budget and hours.
• Possess thorough understanding of estimation, letters of agreement, master service agreements, staffing model, average bill rates and cost structure by level.
• Interacts with sales, systems engineering, product development, and other members of cross-functional teams.
• Oversees schedules and budgets to ensure goal attainment.
• Ensures requirements for internal technology projects align to operational standards. Develops alternate requirements or document exceptions as appropriate.
• Coordinates activities and tasks among project team members, other internal departments and client or vendor/subcontractor organizations as needed to meet project goals and ensure project completion is on schedule, within budget constraints and of the appropriate quality standards for the project scope.
• Manages project risks, issues/problems and activity progress to ensure project goals, e.g., deadline, scope and quality are achieved. Assists with problem resolution or risk mitigation as needed.
• May include managing the customization of base products to meet client requirements, system integration with other FIS or third-party products or consulting projects and engagements.
• Delivers informational and decision-seeking presentations to technical and business groups in FIS and/or in client organizations.
• Identifies project management coordination process gaps or areas for improvement, recommends and implements solutions.
• May work at client sites from time to time requiring some travel.
• Other related duties assigned as needed.

What you bring:

• Bachelor’s degree in computer science, management information systems or business administration or the equivalent combination of education, training, or work experience. PMP (Project Management Professional) certification may be required.
• Extensive knowledge of project management standards, processes, procedures and guidelines
• Knowledge of the industry project management best practices, e.g., Project Management Body of Knowledge (PMBOK)
• Knowledge of various types of IT project methodologies and life cycles, e.g., conversions, incremental, rapid delivery, classic or traditional waterfall phases of analysis, design, development, testing, implementation and the correct project application
• Knowledge of standards relevant to the software industry , e.g., ISO, CMM, Six Sigma
• Knowledge of financial services industry
• Knowledge of company’s products and services
• Advanced skill in the use of project management software to manage projects, e.g., MS Project and auxiliary tools, such as earned value database, audit tools, project repository, including risk, issues and action items database, SLIM Estimate, Metrics and Control, PlanView, Platinum Process Continuum
• Demonstrated skill in managing project budgets and timelines
• Skill in the use of negotiation techniques to reach agreement when there are widely-differing viewpoints
• Excellent analysis, problem-solving, team, conflict management and time management skills
• Excellent verbal and written communication skills
• Ability to interact effectively with executive level clients
• Ability to set clear expectations, manage team performance and build high morale among team members
• Ability to maintain confidentiality and carry out assignments that are sensitive in nature

What we offer you:

• Competitive salary
• Attractive benefits
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern, international work environment and a dedicated and motivated team

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Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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