Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payment transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is a priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

The Specialist Client Success Manager (S-CSM) analyst role is a client-facing, individual contributor role serving as a Visa Acceptance Solution (Cybersource) subject matter expert. The S-CSM enables new client technical capabilities, promotes product adoption and optimizes client performance. The role requires a high level of technical proficiency to succeed by supporting clients with complex problems and optimization opportunities. The individual is expected to have a keen insight into Visa's product offerings, best practices, and calls for deep collaboration and partnership with leadership across functions (e.g., Client Services, Sales, Product).

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 Client Services, 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, including automated tools and capabilities to enhance the client experience, that drive value for our clients and support Visa’s strategy.

This role serves as a functional specialist, located in the UK and reporting to the Manager of the S-CSM team. The team is based in the Reading Office. S-CSM portfolio size consists of 12 to 15 Enterprise clients.

This is a hybrid position. Employees in hybrid roles are expected to work from the office 3 set days a week (currently Tue, Wed and Thursday).

Responsibilities include:

• Oversee implementation of new Visa products purchased by Clients by coordinating key Client and Visa teams to expedite implementation readiness activities and steer Client toward faster time to value and maximized adoption of deployed products
• Ensure Client operational goals and success metrics for their Visa Acceptance Solution product landscape is understood
• Foster and sustain trusted partnerships with internal Account Team members by aligning on the forward-looking relationship strategy and optimization opportunities and executing against Client Success Plans
• Drive and deliver initiatives to improve client adoption of Visa Acceptance Solution products and use of Visa’s self-service tools
• Stay current with the latest payment processing trends, Visa solutions and technologies to provide a good Client experience and generate new sales leads as solutions to identified client pain points
• Maintain strong relationships with Client Services and other cross-functional teams within Visa to deliver subject matter expertise consultation as needed to optimize client performance
• Provide Visa Acceptance Solution subject matter expertise and consultation to Visa clients by leveraging insights and understanding of their local market(s) and product needs to continually enhance the Client experience
• Support Quarterly Business reviews with Clients and Visa stakeholders, incorporating input, comparison and client progress against product metrics
• Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed
• Advocate for Clients through strong operational excellence by driving complicated and cross-functional initiatives in support of Client goals and incorporating automated solutions to achieve efficiency and productivity operational improvements

Qualifications

• Technically proficient in APIs (REST, SOAP), programming languages, or markup languages
• 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
• In-depth knowledge of the payment industry (i.e., trends, threats, competitors, regulatory environments)
• 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 actions 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
  • Technical skills – Continuous acquisition, application, and refinement of technical skills relevant to the role and payments
• Proficiency in additional European language is a plus

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.