Sr. Manager, U.S Regional Client Success
Found in: Resume Library US A2 - 1 week ago
Global Client Services (CS) 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 product and technology, bringing the voice of the customer into the design, development, and successful deployment of Visa products and services.
In addition to supporting client implementation of Visa products and services globally, CS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
This is an experienced managing contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions. This role will manage a team with responsibility for Regional U.S. clients. Individual may also have responsibility for assigned accounts.
Primary Responsibilities:
Manage, Coach, Mentor a team with responsibility for U.S based Regional clients.
Provide high value customer service support on day-to-day items to ensure customer expectations are exceeded, advocate on behalf of the clients
Partnering with the Sales Account Executives to support new business development opportunities.
Visionary expertise identifying efficiencies and the tools and applications related to those efficiencies.
Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams
Coordinate internal resources to accomplish Visa and client objectives
Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines
Build and enhance positive working relationships with key clients and internal stakeholders
Independently formulating decisions that may have significant operating and financial impact to Visa initiatives, reputation, and clients.
Represent client perspective within Visa organization to ensure enhancements are prioritized
Report customer project accomplishments and deliverables to senior management
Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, and system enhancement support
Educate and train clients on best practices for all supported 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
Serve as an escalation point for complex issues
Proactively notify clients regarding any widespread or business critical problems with the application, as well as scheduled periodic maintenance outages
Stay current with the payment industry and client trends as well as maintain a strong knowledge of Visa products and services.
On call support and possible weekend hours
Domestic travel may be required
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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