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

• Work with assigned Visa clients (mainly Financial Institutions with Issuing and Acquiring Visa activities, but also FinTech, Merchants, Digital Partners) to deliver the client success model for Visa, alongside our Global and Regional client services support Hub functions (e.g. Client Implementation, Customer Care, Client Resolution etc.)
• Develop, nurture and maintain a trusted Operational Client Relationship partner for assigned clients.
• Provide regular, structured, proactive account management for assigned clients (refer to the CSM Guide), including ongoing client engagement, monthly/ quarterly operational reviews, participation in quarterly and annual business reviews, building and managing against joint account plans with the AE and on an ad-hoc basis, manage client escalations as required
• Own the planning, creation and delivery of operational account plan activities/ reviews (which align with overall client single account plan) & product/service/ mandate delivery roadmaps for key clients, supporting key client objectives and Visa initiatives
• Proactively work with the client to identify strategic opportunities and operational cost efficiencies, manage moderately complex assignments that are diverse in scope, and search out appropriate courses of action.
• Deliver operational and strategic initiatives to clients such as enabling new business initiatives, products, and solutions, delivering Business Enhancements, and educating on tools and services.
• Support biannual system changes (Business Enhancement Releases) and all Visa mandates.
• Be the functional expert for their client’s processing and operational business, identify processing efficiencies through operational client knowledge and manage client escalations within their assigned portfolio.
• Focus on improvement of performance (Authorization, authentication, billing and dispute), cost effectiveness & compliance, introducing operational best practices and client processing optimization.
• Provide consultancy on local operational, regulatory and payment systems knowledge, where relevant, as well as encouraging regular client trainings/ enablement of Visa’s client facing self-service tools
• Liaise across Client Service teams and coordinate actions to deliver client goals.
• Coordinate across all other business departments & functions to ensure strategic alignment & effective delivery of Visa and client initiatives.
• Align and set direction with Visa’s client teams, ensuring synergy through effective communication and a holistic approach to Client Success Management
• In partnership with Global Business Optimization, execute performance analytics identifying opportunities for the client to improve authorization rates, reduce fraud and chargebacks.
• Crisis management – 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).
• Stay current with industry, market and client trends/ opportunities and threats and maintain a working knowledge of Visa products and services.
• Regional travel may be required
• French and English are both required

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 3 set days a week (Tuesday to Thursday – determined by leadership/site), with a general guide of being in the office 50% or more of the time based on business needs.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

The Client Success Manager – assigned for FBL market – is an individual contributor role responsible for the day-to-day operational needs for multiple clients they are assigned to.

This position requires a high level of professionalism as it is client facing alongside our sales and business development colleagues. To execute their tasks effectively, it also requires strong planning, organization and execution skills, together with analytical capabilities and skills – and the willingness to keep learning to improve and optimize internal processes to afford the best client experience, with their every interaction at Visa.

This an SME (subject matter expert) role and hence experience and solid business and technical knowledge in Payments is essential.

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.

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