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Release Specialist & Client Success Analyst – Shared Services Europe - job 1 of 4

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Company Description

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.

Job Description

Salary: €30,800 - €44,000

The Client Success Shared Services team is responsible for providing operational assistance to a large and diverse number of Visa clients. The team is responsible for helping clients resolve issues and drive improvement opportunities to completion.

The Analyst, Client Success is an individual contributor responsible for managing the operational relationship with focus on the Business Enhancement Release (BER) for applicable clients and providing operational support and assistance in growing clients’ business. This role serves as a functional specialist, located in either Warsaw, Madrid or Riga and reporting to Head of Client Success, Shared Service Hub Europe.

This role will provide the opportunity to shape how Visa leads the management of a significant group of its growth clients through support and input into the automated tools, capabilities and processes that enhance the client experience. The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visa’s strategy. This involves delivering effective, efficient, and consultative operational support aligned to business objectives.

Responsibilities

Client relationship management with Issuer, Acquirer and Processor, that involves regular communication with clients via email, phone and Microsoft OneCRM to understand their needs and resolve their issues, pre-dominantly focused on Business Enhancement Release (BER), but also operational nature.
Ensure client readiness of the bi-annual Business Enhancement Release by coordinating with multiple clients and Visa teams within pre-defined deadlines. Understand the BER related Technical Letters to be able to serve technical client queries.
Ensure prompt and accurate resolution of client inquiries, always acting as a client advocate, deploying outbound and proactive client engagement when appropriate.
OneCRM queue and Outlook mailbox coordination of BER and Shared Service Hub team to ensure prompt and comprehensive resolution of client queries (that come via Client Resolution). This might include redirecting queries to correctly identified internal stakeholders.
Provide necessary support to the SSH CSMs in managing client relationships and solving client issues.
Provide continuous and timely input to management to drive escalating to relevant department management when issues arise that might jeopardize problem resolution.
Log required data accurately as expected to maintain consistent internal reporting dashboard for different management levels.

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

Qualifications

The ideal candidate should be a self-starter with a demonstrated ability to work collaboratively to achieve results as part of a newly established team.
Ability to communicate complex technical terms and/or processes in business language tailored to client
Able to effectively prioritize and multi-task under deadlines
Technical knowledge of Authorizations, Clearing & Settlement & back-office
processing and experience with Visa Business Enhancement (BER) advantageous.
Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
Ability to set priorities and manage customer expectations, with the relevant guidance and support necessary. Work both as part of a team and independently.
Demonstrated success in customer relationship management.
Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
Proficiency providing technical and consultative support to external customers and identify business needs.
Fully computer literate in CRM product/s (e.g. Microsoft OneCRM) and MS
Office tools, preferably with knowledge how to leverage those at scale.
Fluent English required. Local language and any other additional European
languages advantageous.

Additional Information

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.

Average salary estimate

$37400 / YEARLY (est.)

min

max

$30800K

$44000K

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What You Should Know About Release Specialist & Client Success Analyst – Shared Services Europe, Visa

As a Release Specialist & Client Success Analyst at Visa in Riga, Latvia, you'll be stepping into a vibrant role that emphasizes the importance of client relationships in a fast-paced operational environment. This is more than just any position; it's an opportunity to immerse yourself in Visa's innovative payment solutions and help clients navigate their journeys with expert guidance. In this role, you're the champion for our clients, ensuring that their needs are met during the Business Enhancement Release (BER) process and beyond. You'll communicate regularly with a diverse client base, from issuers to acquirers, to resolve their inquiries and provide strategic input on operational improvements. Your keen understanding of technical concepts will allow you to break down complex processes into client-friendly language, making you an invaluable resource. You'll coordinate with internal teams to ensure every client is well-prepared for transitions and changes, keeping everything on track and aligning with Visa's goals. Plus, your analytical skills will shine as you maintain essential reporting dashboards and log client interactions to enhance our service delivery. Embrace a role that not only demands excellence but also celebrates collaboration in a hybrid work environment. With a competitive salary range of €30,800 to €44,000, your journey with Visa promises to be as fulfilling as it is impactful. If you're ready to make waves in the payments world, apply today and experience the exciting culture at Visa!

Frequently Asked Questions (FAQs) for Release Specialist & Client Success Analyst – Shared Services Europe Role at Visa

What are the primary responsibilities of a Release Specialist & Client Success Analyst at Visa?

The Release Specialist & Client Success Analyst at Visa is primarily responsible for managing client relationships, particularly focusing on the Business Enhancement Release (BER). This involves regular communication with clients to understand their needs, resolving issues, and coordinating with various teams to ensure clients are prepared for bi-annual releases. Additionally, analysts provide operational support and strategic input to enhance client experiences, making it a multifaceted role centered on customer success.