Director, Client Success

4 weeks ago

Ashburn Virginia, United States Visa Full time
Job Description

Global Client Support Services works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support and customer performance reporting.

Job Scope

This role will be an individual contributor role of an individual who will manage a portfolio of strategic digital partners accounts.  The person who assumes the role must understand the nuances and differences associated this segment of clients who have well beyond the typical needs associated with the standard 4-party model of clients.  This person will provide strategic operations support for their clients, making recommendations for how to help those clients achieve their strategic imperatives as well as applying independent judgment in resolving issues. Visa is looking at a strong candidate for this position.

Responsibilities

Lead complex cross regional or cross functional customer service delivery initiatives and work towards achieving client and key stakeholder acceptance of deliverables.

Provide insight and input within cross functional Visa organizations for new or changing products and services which may impact their clients, including Visa rules, integrated billing, and transaction research.

Consult with client institutions and provide technical expertise to structure effective programs.

Coordinate directly with client to understand card program set up requirements and facilitate new card program installations, conversions and maintenance requests without client impact.

Report customer project accomplishments and deliverables to management.

Serve as an escalation point for complex issues encountered by team members.

Act as a mentor and train peer team members.

Manage non-routine, complex processing and change requests, as well as tactical and strategic client initiatives.

Proactively identify operational opportunities and implement recommendations to increase service quality, revenue and efficiency.

Build and enhances positive working relationships with key Visa client institutions, processors and internal stakeholders.

Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.

Coordinate internal resources to accomplish Visa and client objectives, and ensure processing system performance standards are met and that the client perspective is represented within the organization.

Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back office processing).

Stay current with industry and client trends and maintain a strong knowledge of Visa products and 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.

Identify and analyze processing issues with client impacts, consistently communicate situational status and resolution, advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.

Support biannual business enhancements and all Visa mandates.

Partner with assigned Account Executives to identify additional business opportunities.

Perform ongoing proactive operational reviews to include billing and transaction processing.

Responsible for own work-flow assignments and must be able to take the initiative to resolve problems and meet deadlines.

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.

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