Client Success Manager - job 3 of 4

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Provide CMS subject matter expertise and consultation to Visa clients by leveraging insights and understanding of their local market(s) and product needs to continually enhance the Client experience. 

Foster and sustain trusted partnerships with internal Account Team members by aligning on the forward-looking relationship strategy and optimization opportunities and executing against Client Success Plans.

Ensure Client Success Plans clearly communicate and track Client operational goals and success metrics for their overall Visa product landscape, as well as client readiness activities and intended outcomes for upcoming mandates and projects.

Conduct periodic operational reviews with Clients and Visa stakeholders, incorporating input, comparison and client progress against product metrics.

Advocate for Clients through strong operational excellence by driving complicated and cross-functional initiatives in support of Client goals and incorporating automated solutions to achieve efficiency and productivity operational improvements.

Support, and may oversee, implementation of new Visa products purchased by Clients by coordinating key Client and Visa teams to expedite implementation readiness activities and steer Client toward faster time to value and maximized adoption of deployed products.

Maintain strong relationships with Client Services and other cross-functional teams within Visa to orchestrate subject matter expertise consultation as needed to optimize client performance.

Engage in thorough communication of new Visa Rules, essential mandates, Visa Business Enhancement Releases, and upcoming product changes to ensure Client readiness and service compliance through delivering strong Client educational training.

Act, on an ad-hoc and as needed basis, as the escalation point for managing client escalations concerning significant product issues and major incident/crisis responses.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications
-Minimum of 8+ years experience in a client-facing role in financial services,
payment card, software or business consulting.

Preferred Qualifications
-Experience in engaging with senior management level stakeholders as clients.
-Certifications or qualifications in Client and Customer Success, project
management or related areas of practice and expertise.
-Technical proficiency in VisaNet Core & Config processing, Holistic client’s
system integration and Commercial and Money Movement Solution
knowledge is required.
-Technical aptitude with a proven ability to articulate complex technical terms
or processes into business language.
-Strong interpersonal and consulting skills with experience in negotiating with
and influencing clients and stakeholders at different organizational levels.
-Understanding of the market influences and threats facing the payments
industry.
-Analytical aptitude and demonstrated track record of working with data to
develop business-orientated solutions and to provide sound business analysis.
-Ability to represent technical and business issues and solutions to multiple
levels internally and externally to support strategic organizational plans.
-Self-starter with a strong ability to achieve results as part of an effective team
(across countries), and ability to effectively prioritize and multitask under
deadlines.
-Experience in client relationship management, and able to set priorities,
influence others and manage client expectations.
-Program management skills

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.