Implementation Analyst

Purpose:

This position is responsible for creating an excellent customer experience from postsales through integration of our products and services. The customer for this role is both internal (Solution Engineering & Implementation teams) and external in the form of partners and issuers. The position will focus on managing migration and ancillary projects for our customers such as: SFTP integrations content changes BIN decommissioning BIN adds brand adds configuration changes and more.  Secondarily this position will help support our effort to build/maintain documentation standard operating procedures workflow/process improvement training and scale growth. This role focuses on ensuring internal and external customers can leverage our solutions quickly and effectively.   

Essential Functions:

• Lead Visas Customers through our onboarding and implementation process
• Follow standardized Customer implementation procedures
• Successfully manage projects to completion in a timely manner
• Ensure all implementations are completed accurately and efficiently
• Coordinate kickoff calls with customers to ensure a successful start to the project
• Coordinate resolution of issues by working with the required stakeholders
• Successfully manage multiple customer engagements concurrently
• Work with downstream payment service providers card networks & other 3rd parties during the implementation
• Keep management informed of critical issues strategic opportunities and issue status
• Prepare and present any required reports to requestor and management as required
• Identify opportunities for technology and our internal procedures to enhance improve and speed the implementation process

Additional Responsibilities:

• Stay informed and attend (or watch recording) all training sessions to ensure you understand all the newest features and functionalities of VCAS to apply them with our customers
• Adopt a solutionoriented mindset and continue to think how we can improve our customer experience
• Embrace teamwork while promoting a positive culture of openness and flexibility
• Keep Salesforce current

Competencies:

• Accurately identify the customers needs and ensures the correct expectations are set
• Consistently meets commitments to internal and external stakeholders
• Adapts own tasks priorities and behaviors in response to meeting stakeholder commitments
• Participates in process improvement sessions to assess gaps roadblocks and bottlenecks
• Is aware of project management concepts and understands basic methods and tools
• Documents and updates process in line with defined process and methodology
• Works towards agreed project timelines milestones and scope
• Demonstrates understanding of successfully implementing migration projects ancillary projects and VCAS solutions
• Demonstrates understanding of tools used to successfully implement projects
• Understand customer needs and can articulate the customers view
• Understand 3D Secure the benefits how it works and all stakeholder responsibilities.

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

Qualifications :

Basic Qualifications:
Bachelors degree in Business Finance Technology or other related discipline
In lieu of degree a high school diploma/equivalent with four or more years related experience and/or training or equivalent combination of education and experience will be considered
1 year experience in project or implementation management
Strong written and verbal communication skills
Have a solutionoriented attitude
Good relationship management skills

Preferred Qualifications:
Process flow and documentation experience in a software or technology related environment
Bilingual in English/Spanish or Portuguese

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