SVP, Go-To-Market Services

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

Summary

The Client Services team 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 sales, product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services, and enabling our client facing teams to deliver and scale new products, services and initiatives into the market.

The SVP, Go-To-Market (GTM) Services is responsible for leading and developing the GTM strategy focused on enhancing the customer experience, driving customer loyalty, and supporting revenue growth. This leader will collaborate closely with sales, marketing, product and customer success teams to ensure that customer service is fully aligned with the company’s GTM strategy. The role involves building scalable support processes, utilizing data-driven insights, and developing innovative service solutions that enable exceptional customer experiences across all touchpoints of the client lifecycle.

Roles & Responsibilities

This SVP will be an executive member of the Client Services, Visa Commercial and Money Movement Solutions (CMS) and Value-Added Services (VAS) Leadership Teams. Specific responsibilities include:

Strategic Leadership and Planning:

• Develop and implement a customer service strategy that aligns with the company’s GTM objectives and overall business goals.
• Define customer service metrics and key performance indicators (KPIs) to measure success and drive continuous improvement.
• Partner with cross-functional teams (sales, marketing, product, and customer success) to create a seamless customer journey and ensure alignment with GTM initiatives.

Customer Experience Optimization:

• Drive initiatives to improve customer satisfaction and loyalty through streamlined processes and proactive customer engagement.
• Leverage customer feedback, analytics and service data to identify opportunities to enhance the customer experience.
• Implement and oversee customer escalation processes to ensure timely resolution of issues and maintain high standards for customer satisfaction.

Collaboration and Stakeholder Engagement:

• Serve as the primary liaison between customer service and GTM/Product/Sales teams, ensuring service strategies support new product launches, marketing campaigns and sales efforts.
• Collaborate with product management and development teams to relay customer feedback and influence product enhancements.
• Communicate regularly with executive leadership on customer service performance, highlighting wins, challenges and areas for improvement.

Operational Efficiency and Process Improvement:

• Design and implement scalable customer service processes, including automation and self-service solutions, to improve efficiency and reduce response times.
• Oversee the development of knowledge bases, FAQs and other resources to empower customers and enable efficient problem-solving.
• Monitor key performance indicators and utilize data to drive decisions, continuously optimize service delivery, and eventually maximize customer value.

Technology and Innovation:

• Identify and implement customer service technologies and tools to enhance the service experience and streamline support operations.
• Stay informed of industry trends, emerging technologies, and competitive benchmarks to ensure the company remains a leader in customer service excellence.
• Drive innovation in customer support practices by piloting new approaches and scaling successful initiatives.

Team Leadership and Development:

• Build, lead, and mentor a high-performing customer service team that is passionate about delivering exceptional customer experiences.
• Develop talent from within as well as recruit talent that can inject new perspectives, skill sets and experience.
• Establish training programs and resources to ensure team members are knowledgeable and