Senior Client Success Manager
Senior Client Success Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
The Senior Consultant Client Success Manager is an individual contributor responsible for owning the overall postsale Client Services relationship for applicable clients (issuers acquirers processors enablers fintechs wallet providers and merchants) providing operational and optimization solutions in support of growing our clients businesses and achieving their strategic growth priorities by achieving the highest value and impact from Visas products and services.
You will be a trusted client advocate and work proactively with your client portfolio to optimize and expand adoption of the clients Visa product portfolio enable new capabilities support geographic expansion identify Visa product and service sales opportunities whilst helping the client say up to date on Visa rules mandates and regulatory requirements. The role requires a high level of professionalism leadership and interpersonal skills to manage relationships with a variety of internal and client stakeholders.
This role is an exciting opportunity to be at the forefront of Visas Client Success transformation by partnering closely with Visas clients to maximize their benefits realization and value from Visa products through optimizing their performance in both the face to face and card not present environment. Working in conjunction with Account Team members from Sales and Product you will proactively drive Client Success outcomes in alignment with Visas business agenda as detailed in the Sales Account Plan. 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 Visas strategy.
This role serves as a functional specialist located in Sofia Bulgaria and reporting to Head of Client Services Central Eastern Europe.
- 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 clients adoption and performance of Visa products purchased.
- Drive and deliver initiatives to improve client adoption of products and use of Visas selfservice tools.
- Stay current with the latest local market trends payment processing trends Visa solutions and technologies to provide a great Client experience and generate new sales leads as solutions to identified client pain points.
- Establish working relationships with Client Services teams and other crossfunctional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.
- Close alignment and engagement with sales account teams on driving the objectives and targets for the client in line with client success outcomes and ensuring early engagement to secure clients earliest return on investment
- Develop/ contribute to 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 at market/ regional or global level (as applicable).
- Act on an adhoc and as needed basis for applicable clients as the escalation point for managing significant issues and major incident/crisis responses.
- Proactively identify and drive opportunities to optimize client performance by monitoring client performance and liaising with specialist Visa teams as needed.
- As applicable coordinate with global regional and/or inmarket Client Success team members to maintain a continuous 360degree view of the Client and deliver a consistent operational relationship experience.
- Delivering Operational Resilience Support to disseminate approved Corporate Communications messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event coordinating and escalating queries where appropriate (as per agreed Crisis Management Plan).
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications :
Experience in a customer success/ customer services role in financial services payment cards software or information services industries.
Excellent verbal written presentation and interpersonal skills are required.
Indepth knowledge of the payment industry (i.e. trends threats competitors regulatory environments)
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 environment
Selfstarter able to achieve results as part of an effective team (across countries and time zones) and execute with minimal supervision
Able to effectively prioritize and multitask under deadlines
Good project planning and project management capability and experience is an added advantage
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
Experience using data points to create storyline within the context of client use cases will also be advantageous
Certifications or qualifications in Client/Customer Success project management or related areas of practice and expertise is a strong advantage.
Fluent in both Bulgarian and English
Intermediate to expert proficiency in the following skills:
- Building client relationships Build credibility and create trustbased relations partner with clients to build their business alongside strong expectation management to encourage clients to leverage all of Visa support tools/ processes and teams
- Customer centricity Listen to and prioritize customer needs to drive value realization and build trusted partnerships whilst being confident in their client relationship to set expectations and also hold clients accountable for their adherence to Visa standards and rules
- Success planning Build measurable actions plans to help clients achieve their business goals and realize value from their products/solutions driven against the objectives that matter most to the clients
- Client engagement Communicate clearly and effectively with clients with relevant data points and within the context of the clients user stories
- Proactiveness Think ahead and take action to prevent issues/ anticipate gains and opportunities for the client and plan ahead collectively against clients overall plans and timelines
- Critical thinking Take ownership over problems and find creative solutions to complex problems encouraging automation and simplicity of process as far as possible
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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
