Director, Client Success

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The Director, Client Success is a pivotal lead individual contributor responsible for owning the holistic post-sale Client Services relationship for applicable clients and providing operational solutions in support of growing clients’ business. The Director is a trusted client advocate and works proactively with their client portfolio to enable new capabilities, manage geographic expansion, and promote product adoption. The individual is expected to provide thought leadership and strategic guidance during solution development to ensure outstanding client service. The role requires a high level of professionalism, leadership and interpersonal skills to influence and manage relationships with a variety of internal and client stakeholders.

This role is an exciting opportunity to be at the forefront of Visa’s Client Success transformation by partnering closely with key Visa clients to maximize their benefits realization and value from Visa products through optimizing their performance. Working in conjunction with Account Team members from Sales and Product, you will proactively drive Client Success outcomes in alignment with Visa’s business agenda as detailed in the Sales Account Plan. The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visa’s strategy. The Director is the voice of the client on all operational initiatives and issues with key internal functional and region/market partners (e.g., Sales, Product, Legal, Finance, Risk).

This role serves as a functional specialist, located in the North America region and reporting to the Sr. Director on the North America Enablers team. The position will support issuing and / or acquiring lines of business for complex global enablers with business operations in North America. Additional lines of business and customers may be added, and customer assignments may change over time.

Responsibilities include:

• Oversee the implementation of new Visa products the Client purchases by coordinating key Client and Visa teams to expedite implementation readiness activities and steer the client toward getting faster time to value and maximize adoption of deployed products.
• Ensure Client operational goals and success metrics for their overall Visa product landscape are understood.
• Build and sustain a trusted client advocate status with key client stakeholders by proactively executing against forward looking Client Success Plans, in alignment with the Account Team, to track client specific outcomes including a client’s adoption and performance of Visa products purchased.
• Drive and deliver initiatives to improve client adoption of products and use of Visa’s self-service tools.
• Provide thought leadership on the latest local market trends, payment processing trends, Visa solutions, and technologies to provide an outstanding Client experience and generate new sales leads as solutions to identified client pain points.
• Establish working relationships with Client Services and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.
• Develop client education and training materials (including webinars) to communicate new Visa Rules, essential mandates, Visa Business Enhancement Releases and/or upcoming changes to ensure client readiness and service compliance.
• Lead periodic operational reviews with clients and Visa stakeholders.
• Act, for applicable clients, as the escalation point for managing significant issues and major incident/crisis responses.
• Showcase operational excellence by supporting cross-functional initiatives to improve the Client experience, incorporating automated solutions to drive efficiency and productivity.
• Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.
• Inspire, coordinate and collaborate with global, regional and/or in-market Client Success team members to maintain a continuous 360-degree view of the Client and deliver an outstanding consistent operational relationship experience.
• Lead implementation of key strategic initiatives in support of the global Client Success transformation, inspiring and serving as a role model for team members to adopt changes aligned with the future state vision.

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

Basic Qualifications
10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD
Preferred Qualifications
• Analytical skills to extract and synthesize relevant data into business solutions and provide sound analysis
• Able to communicate complex technical terms and/or processes in business language tailored to client
• Experience coaching or mentoring team members for skill and career development, informally or as part of a leadership role
• Able to effectively prioritize and multi-task under deadlines
• Knowledge of Artificial Intelligence (AI) concepts and applications, and how they can be leveraged to create value for Visa and its clients
• Experience representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization, including senior executives, in support of strategic business plans
• In-depth knowledge of the payment industry (i.e., trends, threats, competitors, regulatory environments), client segment and region/market.
• Ability to lead cross-functional team members through high impact, complex business issues that do not have precedent or are ambiguous.
• Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise.
• Ability to lead cross-functional team members through high impact, complex business issues that do not have precedent or are ambiguous.
• Advanced proficiency in the following skills:
o Building client relationships - Build credibility and create trust-based relations, partner with clients to build their business
o Becoming customer centric - Listen to and prioritize customer needs to drive value realization and build trusted partnerships
o Success planning - Build measurable actions plans to help clients achieve their business goals and realize value from their products/solutions
o Client engagement - Communicate clearly and effectively with clients
o Proactiveness - Think ahead and take action
o Critical thinking - Take ownership over problems and find creative solutions to complex problems

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 137,300 to 210,800 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.