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

This position is responsible for creating an excellent customer experience from post-sales through integration of our products and services. This role focuses on enterprise level issuer/partner implementations, as well as acting as a leader/mentor within the Global VCAS Partner Implementation Team. Success is measured based on the quality of the implementation process, customer experience, partner/distributor perceptions and meeting defined customer support Service Level Agreements.   

Essential Functions:

• Lead Visa’s Customers through our onboarding and implementation process
• Follow standardized Customer implementation procedures
• Successfully utilize project management skills from start to finish
• Ensure all implementations are completed accurately and efficiently
• Coordinate kick-off calls with customers to ensure a successful start to the project
• Coordinate resolution of issues by working with the required stakeholders
• Successfully managing multiple customer engagements concurrently
• Serve as Implementation Manager for new VCAS solutions
• Reinforce Standard Operating Procedures (SOPs) internally and externally
• Successfully implement any VCAS solution with customers
• Serve as subject matter expert for all VCAS solutions
• Drive Tier 1/large scale direct bank and reseller projects

Competencies: 

• Coaches others continually on the broad foundation of technical knowledge
• Communicate best practices to have the optimal solution
• Proactively considers customer needs and goals to inform the customization of their implementation
• Prioritize demands of stakeholders strategically to align with the project goals and communicate the strategy to all impacted stakeholders
•  Anticipates customer preference and style and tailors’ presentations and demonstrations accordingly
• Identifies the right stakeholders and SMEs to engage
• Builds and maintains trusted relationships with stakeholders and SMEs
• Anticipates and addresses potential stakeholder resistance by developing action plans to mitigate their impact
• Identifies potential issues and risks related to implementation
• Continuously learns about updates in the market including EMVCo, regulations, and mandates
• Proactively work with internal stakeholders to identify problems, resolutions, and opportunities

Additional Responsibilities:

• Assist with training and shadowing of new Implementation Managers (IMs)
• Assist with creation and management of internal documents
• Reinforce Standard Operating Procedures (SOPs) internally and externally
• 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 up the implementation process
• Stay informed and attend (or watch recording) all training sessions to ensure you understand the newest features and functionalities of VCAS to apply them with our customers
• Adopt a solution-oriented mindset and continue to think about how we can improve our customer experience
• Embrace teamwork while promoting a positive culture of openness and flexibility
• Per departmental guidelines, keep all project notes, tools, and documentation current at all times

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

Qualifications

Required

• Experience within client management, sales, B2B or related area
• Experience leading a team or projects
• Proven record of meeting individual and team objectives
• Strong relationship management skills
• Strong negotiation, influencing, collaboration skills
• Strong ability to express complex solutions in a simple way to business teams and in technical details to technology teams
• Excellent written and verbal communication skills

Preferred

• Experience in Implementation Management
• Clear understanding of online payment ecosystem

Travel Requirements:

• Ability to travel up to 10% of the time, including internationally

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.