Director, Client Success

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 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 partners to Visa's clients, providing expertise to support and successfully grow their business.

What a Director, Client Success – Client Services Philippines, does at Visa:

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. The individual will also define and deploy client support and service implementation strategies, including automated tools and capabilities to enhance the client experience, that drive value for our clients and support Visa's strategy.

In this role, you are expected to:

• Act as a primary point of contact for providing day-to-day operational support.
• Ensure client operational goals and success metrics for their overall Visa product landscape are understood.
• Identify additional business opportunities for clients, drive value-added services and new payment flows to increase service quality as well as revenue.
• Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.
• Build and sustain a trusted client advocate status with key client stakeholders by proactively executing against forward looking Client Success Plans to track client specific outcomes including a client's adoption and performance of Visa products.
• 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.
• Lead periodic operational reviews with clients and Visa stakeholders and effectively simplify highly technical concepts to layman terms.
• Ability to support and resolve critical issues. Resolving such issues require in-depth experience, crisis management abilities coupled with critical decision-making aptitude which is expected for this role.
• As applicable, coordinate with regional and/or in-market Client Success team members to maintain a continuous 360-degree view of the Client and deliver a consistent operational relationship experience.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• 10+ years of relevant work experience with a Bachelor's Degree or at least 7 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 4 years of work experience with a PhD, OR 13+ years of relevant work experience.

Preferred Qualifications:

• 12 or more years of work experience with a Bachelor's Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• We are looking to hire candidates who have already accumulated a variety of experience, you will be curious about the payments industry, results-driven and client-centric.
• A bachelor's degree or equivalent qualification with at least 10 years of experience in a customer support role in software, financial or information services, or with at least 6 years knowledge on payment systems services.
• 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.
• Self-starter able to achieve results as part of an effective team (across countries and time zones).
• Able to effectively prioritize and multi-task under deadlines.
• Experience representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization, including executives, in support of strategic business plans.
• Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise.
• Intermediate proficiency in the following skills:
• Building client relationships - Build credibility and create trust-based relations; partner with clients to build their business
• Becoming customer centric - Listen to and prioritize customer needs to drive value realization and build trusted partnerships
• Success planning - Build measurable action plans to help clients achieve their business goals and realize value from their products/solutions
• Client engagement - Communicate clearly and effectively with clients
• Proactiveness - Think ahead and take action
• Critical thinking - Take ownership over problems and find creative solutions to complex problems

Additional Information

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.