Sr. Manager, 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

The Sr. Manager, Client Success will lead a team of Client Success Managers (CSMs) providing industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The Sr. Manager role is a management position accountable for leading a team of Client Success Managers supporting pooled clients. This includes managing the operational side of the client relationship and identifying and enabling the right services and capabilities to drive growth and optimize the client relationship.

This is a people manager role working independently under limited supervision and requires strong execution, technical knowledge, analytical skills, and relationship management with key stakeholders and clients.  It requires knowledge of industry best practices, client-facing technical consulting experience, 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 Visa’s capabilities to solve complex problems and take a broad perspective to identify innovative solutions. 

The Sr. Manager is the face of Visa’s support organization to Visa’s clients and represents these clients internally to business, product and technology teams. You will need to have a strong collaborative mindset, strong technical aptitude along with executive level written and oral communications skills.

In this role, you are expected to:

• Lead, develop, motivate, and challenge individuals and an organizational team of Client Success Managers who provide operational support, technical support, and customer service to pooled clients across all client segments.
• Achieve operational objectives by implementing strategic plans and reviews, including preparing and completing action plans, implementing production, productivity, quality, and customer-service standards, identifying trends, and resolving problems.
• Act as an escalation point for the team and serve as a liaison between senior leadership and the team.
• Manage all staff issues, including staffing selection, training, goal/OKR setting, coaching, reviews, compensation planning, and career development.
• Establish department strategy in line with broader corporate and customer service objectives and goals.
• Provide leadership for complex cross regional or cross-functional customer service projects and work towards achieving client and key stakeholder acceptance of deliverables.
• Build relationships with Visa sales teams and act as a liaison to internal Visa groups to create strategies to add value and enhance relationships.
• Stay current with industry and client trends while maintaining a strong knowledge of Visa products and services.
• Understand and support market strategies, develop and track account plans at a segment level.

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:

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

Preferred Qualifications:

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Experience in a client-facing accountability role
• Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at senior leadership levels
• Proven track record of l