Sr. Manager, U.S Regional 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

Global Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. With our 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 of Visa products and services.

In addition to supporting client implementation of Visa products and services globally, CS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business. 

This is an experienced managing contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions.  This role will manage a team with responsibility for Regional U.S. clients.  Individual may also have responsibility for assigned accounts.

Primary Responsibilities:

• Manage, Coach, Mentor a team with responsibility for U.S based Regional clients. 
• Provide high value customer service support on day-to-day items to ensure customer expectations are exceeded, advocate on behalf of the clients
• Partnering with the Sales Account Executives to support new business development opportunities.
• Visionary expertise identifying efficiencies and the tools and applications related to those efficiencies.
• Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams
• Coordinate internal resources to accomplish Visa and client objectives
• Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines
• Build and enhance positive working relationships with key clients and internal stakeholders
• Independently formulating decisions that may have significant operating and financial impact to Visa initiatives, reputation, and clients.
• Represent client perspective within Visa organization to ensure enhancements are prioritized
• Report customer project accomplishments and deliverables to senior management
• Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, and system enhancement support
• Educate and train clients on best practices for all supported services
• Represent complex customer change requests, system or operational requirements; negotiate and manage expectations internally and externally
• Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans
• Serve as an escalation point for complex issues
• Proactively notify clients regarding any widespread or business critical problems with the application, as well as scheduled periodic maintenance outages
• Stay current with the payment industry and client trends as well as maintain a strong knowledge of Visa products and services.
• On call support and possible weekend hours
• Domestic travel may be 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 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 years of work experience with a bachelor’s degree or at least 6 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or at least 2 years of work experience with a PhD

Preferred Qualifications

• 10-12 years of work experience with a bachelor’s degree or 6-8 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 4+ years of work experience with a PhD
• A minimum of 6 years of successful experience in progressive leadership roles with Client facing accountability in the Payments industry
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