Strategic Partner Success Specialist

Viva.com, the 1st Tech Bank in Europe for Businesses, revolutionises omnichannel payments acceptance, offers card issuing, loans and deposit accounts. Viva.com is the first to pioneer and holds the top position in the Tap on Any Device technology, enabling payments acceptance on any device or even without a device. Today Viva.com is leading the transition to All-in-One business solutions, powered by its full suite of financial services.
To that end, reflecting its holistic approach to business needs, Viva.com has built a dynamic ecosystem featuring over 450 tech partner-innovators in the software and hardware space. Connecting directly to all local payment schemes, alternative payment methods and payment systems across the continent, further strengthens Viva.com’s value proposition. 
Viva.com envisions to provide businesses a value-driven platform to accelerate the adoption of the latest technology. 

The Role

The Strategic Partners Success Specialist plays a key role in supporting the sales process, managing project implementation, and ensuring long-term success for strategic merchants. This role involves pre-sales support, project management, and post-go-live account management, ensuring seamless payment operations and continuous optimization. By collaborating with internal teams and clients, the specialist drives business growth, enhances customer satisfaction, and contributes to product development based on market needs.


Responsibilities 

Pre-Sales 

• Support globally the sales process and the sales to convert leads into customers (from pitching, scoping, making proposition);

• Create and deliver presentations and proposals describing Viva Wallet solutions and services for strategic merchants;  

• Contribute to the development of business cases and perform business impact assessments for strategic merchants;

• Liaise with strategic merchants so to understand business needs, provide project analysis services and define project specifications and design; 

• Agree with the strategic merchants on the high-level project roadmap;

• Support Sales on contractual streams on the solution aspects.

Project Management / Implementation 

• Provide detailed project scoping, if needed, with the strategic merchants, provide project analysis services and define project specifications and design;

• As needed to support on project management services and support during the implementation of the project with continuous follow-up with all stakeholders within the organization and the Client;

• Assist in the definition of the SoW to successfully manage the project from client’s onboarding until go live as well as the phases to follow for future developments.

Post Go-Live 

• Act as the main point of contact for assigned accounts/partners, building and maintaining strong, long-term relationships;

• Monitor performance metrics (e.g., transaction success rates, fraud levels, chargebacks) and proactively identify areas for improvement;

• Ensure timely resolution of customer queries and issues to maintain satisfaction;

• Collaborate with internal teams (e.g., risk, compliance, and technical support) to troubleshoot and resolve client challenges;

• Monitor payment processing issues such as declined transactions, settlement delays, or integration failures;

• Analyze transaction data and provide insights to clients to improve payment acceptance rates, reduce fraud, and optimize operational costs;

• Help clients fully utilize the features and functionalities of the payment platform or tools;

• Introduce new services, updates, or enhancements and explain their benefits;

• Gather client feedback on product performance and communicate it to the product team to guide future developments;

• Provide regular performance reports to clients, including KPIs such as approval rates, transaction volumes, and fraud detection results;

• Assist clients in setting and achieving payment-related goals;

• Identify opportunities to upsell additional services or cross-sell complementary solutions;

• Collaborate with sales teams to expand account opportunities and grow revenue;

• Act swiftly to resolve escalated issues, such as failed payments, technical glitches, or reconciliation mismatches;

• Ensure minimal disruption to clients’ payment operations during high-impact incidents. 

Product 

• Propose/Challenge new features to match market requirements;

• Provide feedback/requests to product for new requirements and improvements;

• Suppo