Client Success Manager

Company Description

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.

Progress starts with you.

Job Description

The Client Success Manager, Consultant, is an individual contributor position which is accountable for owning the Client Services relationship of a small portfolio of Visa clients. The Consultant role will be a trusted client advocate and works proactively with their client portfolio to enable new capabilities, manage the geographic expansion and product adoption of their clients. As well as driving the optimization in client performance in alignment with Visa’s business agenda as detailed in the Sales Account Plan.

It is a client-facing role, working in conjunction with Account Team members from Sales and Product to proactively drive Client Success outcomes. This role serves as a functional specialist, located in Levant and reporting to the Head of Levant CSM.

This role is an exciting opportunity to be at the forefront of Visa’s Client Success transformation, by partnering closely with key Visa clients to maximize their benefits realization and value from Visa products by optimizing their performance.

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

Qualifications

Own the holistic post-sale and operational relationship of a small number of important clients by understanding their local market needs and trends to gain insight about the opportunities to continually enhance the client experience. Act as a member of applicable Sales Account Teams, aligning with Sales Account Owners on the forward-looking relationship strategy based on key Client and Visa goals. Foster and sustain a trusted client advocate status with key senior client stakeholders by proactively executing against forward looking Client Success Plans which tracks a client’s adoption, usage and health index for Visa products purchased. Ensure that Client operational goals and success metrics for their overall Visa product landscape are understood. With intended outcomes met and client readiness activities for upcoming mandates and projects tracked and measured in Client Success Plans. Measure and track additional client specific outcomes, based on major client pain points and strategic objectives, leveraging Visa products and services (as applicable) to help support the client achieve these. Run periodic operational reviews with clients and Visa stakeholders, incorporating input; comparison; and client progress against metrics. Act as an advocate for Clients through showcasing operational excellence by driving cross-functional initiatives in support of the key Client goals, incorporating automated solutions to achieve efficiency and productivity operational improvements. Oversee the implementation of new Visa products the Clients purchase by coordinating key Client and Visa teams to expedite implementation readiness activities to steer the client toward getting faster time to value and subsequently maximize adoption of deployed products. Maintain relationships within Client Services and other cross-functional teams within Visa to orchestrate subject matter expertise consultation as needed to optimize client performance. Maintain a continuous 360-degree view of the Client for communicating / sharing internally or externally. Provide communication of new Visa Rules, essential mandates, Visa Business Enhancement Releases, and upcoming changes to ensure Client readiness and service compliance through delivering Client educational training. Act, on an ad-hoc and as needed basis, as the escalation point for managing client escalations concerning significant issues and major incident/crisis responses. Provide a thought leadership viewpoint on the latest payment processing trends, Visa solutions, and technologies to provide a good Client experience and generate new Sales leads to solve identified client pain points.

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.