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customer success manager Remote

Broadcom

Full Time Remote 10.56 - 12.04 GBP Today

Job description

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Job Description:

Overview

As the Customer Success Manager for Arcot, Broadcom’s Payment Security Division, you will manage the daily engagement with customers to ensure their payments program delivers against their corporate goals.

You will be part of the Customer Success team whose members possess a blend of 3DS domain expertise, payments strategy, fraud mitigation, regulatory compliance and customer experience (CX). The Customer Success team is responsible for helping customers optimise their deployment of Arcot’s services to maximise the amount of value they receive with the goal of securing contract renewals.

What You’ll Do

Make 3DS Work Better by driving adoption of best practice. Specifically,

help customers achieve their CX + fraud mitigation goals,

enable the customer to be reliable partner in the 3DS ecosystem by fully-supporting all core protocol features & card network programs and

effectively govern the use of a mission-critical system.

What We’re Looking For

We are looking for individuals with expertise in the following areas listed in order of decreasing importance to the role.

Customer Advocacy

Internally, you should fearlessly advocate on your customer's behalf to ensure that Arcot is delivering the best possible service. This will require strong interpersonal skills and the willingness not to shy away from difficult conversations.

Arcot's teams are spread across the Americas, Europe, India and Australia. You will need to be adept at working with remote, cross-functional teams smeared across a large number of different time zones.

Mastery of 3-D Secure

This role will require an in-depth knowledge of the 3-D Secure protocol; the industry standard underpinning Visa Secure, MasterCard IdentityCheck, American Express SafeKey and other regional card networks.

You should fully understand the full EMV 3DS transaction lifecycle. For example, be able to clearly explain the differences between an AReq & a CReq, when a card issuer would receive an NPA transaction vs. a 3RI transaction and how Delegated Authentication could be used to optimise CX.

Regulatory Expertise

To operate a card payment network, card issuers may be subject to state & national legal regulations as well as industry regulations defined by the card networks.

You will use your subject matter expertise to help customers offer the best possible customer experience while remaining compliant with the complex mesh of legal requirements, card association mandates, technical constraints that govern this service.

Card Fraud SME

Understand typical card fraud vectors that are used by fraudsters within the region and be able to advise your customers on what set of mitigations would be effective.

Data Science

Customers choose Arcot over the competitor due to the efficacy of our data science team's predictive models.

You will have a good understanding of the statistical concepts and underpinnings of machine learning and neural network models. You should also be able to explain to customers how best to combine the model's outputs with other fraud mitigation controls.

What Does Success Look Like?

Excellent CSMs are a trusted advisor to their customer helping them navigate the increasingly complex interplay of fraud mitigation, regulatory requirements and customer experience.

Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.

If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.

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