Director, Client Success

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

NA Client Success works with global acquirers, processors, GSPs and merchants headquartered in North America to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, operational account planning, back-office support, and customer performance reporting.  

The Director, Client Success, is an individual contributor responsible for supporting JP Morgan Chase. This role requires knowledge of industry best practices, client-facing technical consulting experience, a mastery of Visa DPS services and product offerings, and calls for deep collaboration and partnership with cross-functional leadership across Client Services, Sales, Product, and Technology.  The candidate must demonstrate payments industry knowledge and knowledge of Visas capabilities to solve complex problems and take a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations. 

The role requires a keen insight into Visa and Visa DPS product offerings, best practices, and calls for deep collaboration and partnership with business leadership across Client Success, Sales, Product, and other internal stakeholders.    

• Lead the planning and execution of Visa’s quarterly business enhancements for JP Morgan Chase, ensuring alignment with the client’s business objectives and Visa’s network standards.
• Manage the communication and coordination with internal and external stakeholders, including Visa’s product, technology, operations, risk, and legal teams, as well as JP Morgan Chase’s business, technology, and compliance teams.
• Monitor and report on the progress, quality, and performance of the quarterly business enhancements, identifying and resolving any issues or risks that may arise.
• Provide guidance and support to the Visa and JP Morgan Chase teams on the best practices, policies, and procedures for implementing and testing new software code in the payment network.
• Evaluate the impact and value of the quarterly business enhancements for JP Morgan Chase, providing feedback and recommendations for future improvements.
• Building and maintaining relationships with Senior Management, Product, Sales, Account Management, and Client Success.
• Independently formulating decisions that may have significant operating and financial impact to Visa initiatives, reputation, and clients.
• 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 (including authorization, clearing & settlement, back-office processing). 
• Stay current with industry and client trends and maintain a strong knowledge of Visa and Visa DPS products and services. 
• Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy.
• Establish and foster relationships with client and internal stakeholders at all levels of staff, senior and executive management.

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

Basic Qualifications

• 10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD

Preferred Qualifications

• 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• 8 years of successful experience in with Client facing accountability in the Payments industry
• Demonstrated strategic ability to solve complex global cross-functional issues exercising critical thinking and s