Senior Consultant, Client Success Management

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

Client Services provides industry-leading operational support to Visa’s clients around the world. With deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice-of-the-customer into the design, development and successful deployment and implementation of Visa products and services globally. Client Services is responsible for critical services that support the broader Visa organization and clients. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The Director, Client Success Management, is a Global Acceptance Client Services relationship lead for key global merchants. The position will work with Client Services and business counterparts in other regions and functions to ensure seamless support of global merchants. Merchant assignments may change over time.

The role holder will drive strategic shifts in support methodologies to align with global and regional proactive client engagement business models, ensuring synergy through effective communication and a holistic approach to client management globally.

The Director, Client Success Management, is responsible and accountable to:

• Ensure Global Acceptance Client Services team delivers Visa objectives while driving client success and high levels of client satisfaction
• Build and enhance positive working relationships with global Visa clients and internal stakeholders 
• Proactively identify operational opportunities and implement recommendations to increase service quality, transaction performance, revenue, compliance and efficiency, and partner with assigned Account Executives to identify additional business opportunities
• Develop and manage strategic planning, operational initiatives, delivery roadmaps, special projects and client-driven continuous improvement plans
• Deliver Visa’s operational and strategic initiatives to clients, such as enabling new business initiatives, products and solutions, supporting biannual Business Ehancements and all Visa mandates, and educating on tools and services
• Deliver client growth and expansion plans with accountability that meets the expectations of the client and Visa
• Coordinate internal resources to accomplish Visa and client objectives and ensure client perspective is represented within Visa
• Prepare and deliver operations reviews, quarterly and annual business reviews with consulatative recommendations aligned to business objectives
• Identify and analyze processing issues with client impacts and deliver effective event and incident management, coordinate business and client responses to processing incidents impacting clients, and manage through to resolution and cause analysis
• Lead complex cross regional or cross functional customer service delivery initiatives
• Provide insight and input within cross functional Visa organization for new or changing products and services that may impact clients
• Responsible for own work flow assignments and must be able to take the initiative to resolve problems and meet deadlines
• Stay current with industry and client trends and maintain a strong knowledge of Visa products and services

Qualifications

Basic Qualifications

• 8 or more years of work experience with a Bachelor’s Degree or at least 5 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD), or a minimum of 2 years of work experience with a PhD

Preferred Qualifications

• 9+ years of work experience with a Bachelor’s Degree or 7+ years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD), or 3+ years of work experience with a PhD
• Minimum of 8+ years progressively responsible experience in a customer support role in financial services, payment card, software or information services
• Strong interpersonal skills and proven abilities in negoti