Director, Client Success

3 weeks ago

Ashburn Virginia, United States Visa Full time
Job Description

The Visa Client Services team provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

This is an exciting opportunity to join the recently established Global Acceptance Client Services team, supporting key global acceptance partners. Visa and the Global Acceptance team have the opportunity to improve client experiences and depths of relationships and deliver mutual revenue growth for key global seller-side customers, including acquirers, processors, enablers and merchants, by leveraging our insights, data, relationships and talent to help grow and enhance our mutual business interests.

We are seeking a highly skilled and experienced Director to join our global team. The Director, Client Success Management, will be the Global Acceptance Client Services lead for key global enablers (acquirers, processors, seller-side third party agents) based in Visa’s North America (NA) region. This position will be located in the United States to be in close proximity to the clients’ global headquarters where key client executives are based.

The Director, Client Services, is the global and central point of contact from Client Services and will be accountable for owning the overall global operational relationship with the customers. The position will work with Client Services and business counterparts in other regions and across functions to ensure a seamless and consistent global service experience. Client assignments may change over time.

Given the importance of this position, it requires a high level of professionalism, thought leadership and astuteness at managing executive level stakeholders at the global client and within Visa. It is a client-facing and strategic role, working in conjunction with global account, sales and product teams to proactively drive Client Success outcomes.

The successful candidate will be able to manage complex topics with limited supervision, as part of the team supporting operational mandates, project implementations and consulting initiatives that help customers grow their Visa portfolios.

This role is an exciting opportunity to be at the forefront of Visa’s Client Success transformation, by partnering closely with significant payment ecosystem participants to maximize realization of the benefits and value from Visa products and optimize their performance.

The Director, Client Success Management, is responsible and accountable to:

Own the holistic post-sale and operational relationship of assigned customers, acting as a key ambassador of all Client Services teams by providing the central voice of Client Services to the clients and account teams

Act as an integral member of the account team, aligning on the forward-looking relationship strategy based on key client and Visa goals, alongside and in partnership with the global account executive

Foster and sustain a trusted client advocate status with key client executives and stakeholders by proactively executing against forward looking Client Success Plans, which track a client’s adoption, usage and health index for Visa products

Ensure that clients’ operational goals and success metrics for their overall Visa product landscape are deeply understood, with intended outcomes met and client readiness activities for upcoming mandates and projects tracked and measured in Client Success Plans

Measure and track additional client specific outcomes, based on major client pain points and strategic objectives, leveraging Visa products and services

Act as a trusted advocate for the client through showcasing outstanding operational excellence by driving complex and cross-functional initiatives in support of the client goals, incorporating automated solutions to achieve operational efficiency and productivity improvements

Inspire, coordinate and closely collaborate with applicable global and regional in-market Client Success Managers who manage local client relationships to ensure they are aligned to the global client relationship strategy and deliver a consistent client experience

Oversee the implementation of new Visa products with clients by coordinating key client and Visa teams globally to expedite implementation readiness activities to achieve faster time to value and maximized adoption of deployed products

Maintain outstanding relationships within Client Services and other cross-functional teams within Visa to orchestrate subject matter expertise consultation as needed to optimize client performance

Maintain a continuous 360-degree view of the client for communicating and sharing internally and externally, and coordinate and lead global operational reviews with clients and Visa stakeholders

Maintain a high-level view of entire Client Services experience, from a global context, monitoring issues affecting specific geographies and proactively managing future risk accordingly

Provide a global perspective and comprehensively communicate new Visa Rules, mandates, Visa Business Enhancement Releases, and upcoming changes to ensure client readiness and service compliance

Act as the central escalation point for managing client escalations concerning significant operational issues and support major crisis responses by maintaining ongoing interaction with clients to meet their specific needs throughout

Provide a thought leadership viewpoint on the latest global payment processing trends, Visa solutions, and technologies to provide an outstanding client experience and generate new sales leads to solve identified client pain points

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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