Director - Client Success

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.

The Director, Client Success is a pivotal lead individual contributor responsible for owning the holistic post-sale Client Services relationship for applicable clients and providing operational solutions in support of growing our client's business.  The Director enables new client capabilities, promotes product adoption and optimizes client performance. The role requires a high level of technical proficiency to succeed by supporting clients with complex problems and optimization opportunities. This position requires execution, analytical skills, and client relationship abilities. The position requires a high level of professionalism, thought leadership and astuteness at managing stakeholders at the clients and within Visa. It is a client-facing and strategic role, working in conjunction with Account Team members from Sales and Product to proactively drive Client Success outcomes.

In this role, you are expected to:

• Partner with Account Executives to lead operational activities with the assigned portfolio of clients providing an advanced level of technical consultation on systems and services.
• Own the holistic pre-and post-sale operational relationship including implementation for the assigned portfolio of clients, acting as a key ambassador of all Client Services teams by providing the central voice of Client Services to the Clients and Sales Account Owners.
• Foster and sustain a trusted client advocate status with key client executives and 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 deeply understood. With intended outcomes met and client readiness activities for upcoming mandates and projects tracked and measured in Client Success Plans.
• Act as a trusted advisor for the assigned portfolio of assigned Clients through showcasing outstanding operational excellence by driving complex and cross-functional initiatives in support of the key Client goals, incorporating automated solutions to achieve efficiency and productivity operational improvements.
• Measure and track additional client specific outcomes, based on major client pain points and strategic objectives, leveraging Visa products and services to help support the client achieve these.
• Provide a perspective and comprehensive communication of new Visa Rules, essential mandates, Visa Business Enhancement Releases, and upcoming changes to ensure Client readiness and service compliance through delivering outstanding Client educational training.
• Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance. This may include authorization, clearing & settlement, back-office processing.
• Lead periodic operational reviews with clients and Visa stakeholders.
• Represent complex customer change requests, system, or operational requirements, negotiate, and manage expectations.
• Focus on improvement of performance, cost effectiveness & compliance, introducing operational best practices and client processing optimisation.
• Act, on an ad-hoc and as needed basis, as the central escalation point for managing client escalations concerning significant incidents and to support major crisis responses by maintaining ongoing interaction with clients to meet their specific needs throughout.

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

We are looking to hire candidates who have already accumulated a variety of experience, you will be curious about the payments industry, results-driven and client-centric. As a candidate, you should have:

• A bachelor’s degree or equivalent qualification with 10+ years of experience in a customer support role in software, financial or information services, or with at least 4 years knowledge on payment systems services.
• Demonstrated success in client relationship management and the ability to build measurable actions plans to help clients achieve their business goals and realize value from their products and solutions.
• •Issuing and Acquiring knowledge and functional experience in digital payment operations, preferably Visa, supporting highly complex clients and services.
• Working knowledge of Visa systems including authorization & clearing systems, network tokens, client connectivity, Visa Settlement Services.
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions.
• Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit and proven abilities in organizational, conceptual, and logical problem solving.
• Demonstrated ability to articulate complex technical terms or processes into business language.
• Outstanding analytical aptitude and demonstrated track record of working with data to develop business-oriented solutions and to provide sound business analysis.
• Customer and business focus with proven ability to establish productive working relationships with team and management at all levels.
• Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
• Excellent time management, project management, organization, and planning skills.
• Excellent verbal, written, presentation and interpersonal skills are required.

What will also help:

• Demonstrated, detailed knowledge of the full breadth of systems, products and services offered by Visa.
• Demonstrate success in client relationship management.
• Certifications or qualifications in Customer Success, project management or related areas of practice and expertise and a demonstrated ability to build measurable actions plans to help clients achieve their business goals and realize value from their products and solutions.

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.