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Customer Success Lead

2 months ago

Miami, Florida, United States Visa Full time
Job Overview

Company Overview:
Visa stands as a global frontrunner in payment solutions and technology, facilitating over 259 billion transactions securely among consumers, merchants, financial institutions, and government bodies across more than 200 nations annually. Our vision is to unite the world through the most innovative, convenient, reliable, and secure payment network, empowering individuals, businesses, and economies to flourish while driven by a shared mission – to uplift everyone, everywhere by being the premier choice for payments.

Role Summary:
The Visa Money Movement Solutions (MMS) Global Accounts Group is dedicated to managing the highest revenue-generating accounts across our diverse product offerings. Our goal is to deliver outstanding support to this portfolio of clients while introducing cutting-edge solutions that provide significant value and enhance user satisfaction. The team is committed to integrating innovative technologies to facilitate and secure Visa money movement transactions globally. We seek individuals who are passionate about customer engagement, innovation, and delivering exceptional user experiences tailored to specific market needs.

Position Responsibilities:

  • Act as the primary liaison for clients, nurturing and enhancing client relationships while coordinating with various departments to fulfill client requirements.
  • Identify opportunities for account growth through upselling and cross-selling our products and services.
  • Assist in contract negotiations to ensure mutually beneficial terms that align with both client and company objectives.
  • Play a vital role in client retention by addressing concerns and ensuring satisfaction with our services.
  • Contribute to the development of strategies aimed at enhancing client services, driving sales growth, and effectively managing client portfolios.
  • Utilize reports to monitor progress, evaluate performance, and guide future strategies.
  • Collaborate closely with sales, marketing, and product teams to ensure alignment with client expectations and needs.

Work Environment:
This position is hybrid, allowing employees to alternate between remote work and office attendance. Employees in hybrid roles are expected to work from the office 2-3 days a week, as determined by leadership, with a general expectation of being in the office at least 50% of the time based on business requirements.

Qualifications:

Basic Requirements:

  • Bachelor's degree in Business Administration, Marketing, Communications, or a related field with a minimum of five (5) years of relevant experience, or
  • Master's degree in Business Administration, Marketing, Communications, or a related field with a minimum of three (3) years of relevant experience, or
  • At least eight (8) years of directly related experience.

Preferred Qualifications:

  • 3+ years of experience in sales, customer service, or a related role within the financial services sector.
  • Strong communication and interpersonal skills are essential for building client relationships, negotiating contracts, and collaborating with internal teams.
  • Excellent critical thinking abilities to address issues that may arise with client accounts.
  • A solid understanding of Visa's money movement products or services is advantageous.
  • Must demonstrate initiative, attention to detail, and organizational skills, with the ability to manage time effectively and prioritize tasks.
  • Familiarity with or willingness to learn specific software or technologies, such as CRM systems.

Additional Information:
Work Hours: Varies based on departmental needs.
Travel Requirements: This role may require travel 5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office environment, requiring the ability to sit and stand at a desk, communicate in person and via telephone, and operate standard office equipment such as computers and telephones.

Visa is an equal opportunity 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 applicable local laws.