Senior Client Success Manager

Job Description And Responsibilities

Client Success Management - works with issuers, acquirers, processors and merchants to ensure that they can perform on the level they need to operate.

To provide regular, structured, proactive operational guidance for assigned clients, including ongoing client engagement, monthly operational reviews, participation in quarterly and annual business reviews and on an ad-hoc basis, as required.

To maintain Operational Account Plan and delivery roadmaps for assigned clients, supporting key client strategic goals.

To be the functional expert for their client's processing and operational business.

To coordinate complex client issues and manage client escalations within their assigned portfolio.

To perform pre-project consulting and support clients with the preparation for implementation projects.

Client Delivery Leadership

To liaise across Client Service teams and coordinate actions to deliver client goals.

To coordinate across all other business departments & functions to ensure strategic alignment & effective delivery of Visa and client initiatives.

To provide consultancy on local operational, regulatory and payment systems knowledge, where relevant.

Client Business Optimization

To identify opportunities to optimize Authorization, billing and dispute performance management.

To identify processing efficiencies through operational client knowledge.

Visa Product and Service Enablement

To provide consultancy for Visa’s products and Services.

To coordinate, communicate and govern client readiness for mandates, enterprise and market initiatives, including, but not exclusive to, Business Enhancements.

Operational Resilience Support

To disseminate approved Corporate Communications’ messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event, coordinating and escalating queries where appropriate (as per agreed Crisis Management Plan).

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

Significant experience in a customer support role in financial services, payment card, software or information services.

• Bachelor’s degree or equivalent experience.
• Excellent verbal, written, presentation and interpersonal skills are required.
• Must have in-depth knowledge of Authorizations, Clearing & Settlement & back office processing.
• Must have a good working knowledge of payments network and processing services.
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
• Client focus with proven ability to establish productive working relationships with staff and management at all levels.
• Ability to set priorities and manage customer expectations. Work both as part of a team and independently.
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
• Proficiency providing technical and consultative support to external customers and identify business needs.
• Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
• Working knowledge of Microsoft Office.
• Fluent in German and English

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.