Senior Client Success Manager

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

This is is an individual contributor role responsible for managing post-sale Client Services relationships, delivering operational and optimization solutions to drive client growth and maximize value from Visa’s products and services. Acting as a trusted client advocate, they proactively enhance product adoption, enable new capabilities, support expansions, identify sales opportunities, and ensure compliance with Visa rules and regulations.

This role partners with Sales and Product teams to align client success outcomes with the Sales Account Plan, optimizing performance across face-to-face and card-not-present channels. You will define and implement client support strategies, including automated tools, to improve the client experience and advance Visa’s strategic goals.

This role serves as a functional specialist, located in Milan, Italy and reporting Head of Client Services Southern Europe.

Responsibilities include:

• Oversee the implementation of new Visa products the Client purchases by coordinating key Client and Visa teams to expedite implementation readiness activities and steer the client toward getting faster time to value and maximize adoption of deployed products.
• Ensure Client operational goals and success metrics for their overall Visa product landscape are understood.
• Build and sustain a trusted client advocate status with key client stakeholders by proactively executing against forward looking Client Success Plans, in alignment with the Account Team, to track client specific outcomes including a clients adoption and performance of Visa products purchased.
• Drive and deliver initiatives to improve client adoption of products and use of Visas self-service tools.
• Stay current with the latest local market trends, payment processing trends, Visa solutions and technologies to provide a great Client experience and generate new sales leads as solutions to identified client pain points.
• Establish working relationships with Client Services teams and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.
• Close alignment and engagement with sales account teams on driving the objectives and targets for the client, in line with client success outcomes, and ensuring early engagement to secure clients earliest return on investment • Develop and contribute to client education and training materials including webinars to communicate new Visa Rules, essential mandates, Visa Business Enhancement Releases and upcoming changes to ensure client readiness and service compliance.
• Lead periodic operational reviews with clients and Visa stakeholders at market, regional or global level as applicable.
• Act, on an ad hoc and as needed basis for applicable clients, as the escalation point for managing significant issues and major incident or crisis responses.
• Proactively identify and drive opportunities to optimize client performance by monitoring client performance and liaising with specialist Visa teams as needed.
• As applicable, coordinate with global, regional and in-market Client Success team members to maintain a continuous 360-degree view of the Client and deliver a consistent operational relationship experience.
• Delivering Operational Resilience Support - to disseminate approved Corporate Communications messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event, coordinating and escalating queries where appropriate as per agreed Crisis Management Plan.

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

Qualifications

• Experience in a customer success or customer services role in financial services, payment cards, software or information services industries.
• Excellent verbal, written, presentation and interpersonal skills are required.
• In-depth knowledge of the payment industry i.e., trends, threats, competitors, regulatory environments
• Analytical skills to extract and synthesize relevant data into business solutions and provide sound analysis
• Able to communicate complex technical terms and or processes in business language tailored to client environment
• Self-starter able to achieve results as part of an effective team across countries and time zones and execute with minimal supervision
• Able to effectively prioritize and multi-task under deadlines
• Good project planning and project management capability and experience is an added advantage
• Experience representing technical and or business issues and solutions to influence audiences at multiple levels of an organization, including executives, in support of strategic business plans
• Experience using data points to create storyline within the context of client use cases will also be advantageous
• Certifications or qualifications in Client or Customer Success, project management or related areas of practice and expertise is a strong advantage.
• Fluent in both Italian and English
• Intermediate to expert proficiency in the following skills:

1. Building client relationships - Build credibility and create trust-based relations partner with clients to build their business alongside strong expectation management to encourage clients to leverage all of Visa support tools or processes and teams
2. Customer centricity - Listen to and prioritize customer needs to drive value realization and build trusted partnerships whilst being confident in their client relationship to set expectations and also hold clients accountable for their adherence to Visa standards and rules o Success planning - Build measurable actions plans to help clients achieve their business goals and realize value from their products or solutions driven against the objectives that matter most to the clients
3. Client engagement - Communicate clearly and effectively with clients with relevant data points and within the context of the clients user stories
4. Proactiveness - Think ahead and take action to prevent issues or anticipate gains and opportunities for the client, and plan ahead collectively against clients overall plans and timelines
5. Critical thinking - Take ownership over problems and find creative solutions to complex problems encouraging automation and simplicity of process as far as possible

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.

Client-provided location(s): Milan, Italy

Job ID: 2c1c0004-96a8-404a-9e4c-3039a8e79740

Employment Type: OTHER

Posted: 2025-09-08T13:40:53