Client Success Manager

Visa

Own the holistic post-sale and operational relationship of a small number of important clients by understanding their local market needs and trends to gain insight about the opportunities to continually enhance the client experience. Act as a member of applicable Sales Account Teams, aligning with Sales Account Owners on the forward-looking relationship strategy based on key Client and Visa goals. Foster and sustain a trusted client advocate status with key senior client stakeholders by proactively executing against forward looking Client Success Plans which tracks a client s adoption, usage and health index for Visa products purchased. Ensure that Client operational goals and success metrics for their overall Visa product landscape are understood. With intended outcomes met and client readiness activities for upcoming mandates and projects tracked and measured in Client Success Plans. Measure and track additional client specific outcomes, based on major client pain points and strategic objectives, leveraging Visa products and services (as applicable) to help support the client achieve these. Run periodic operational reviews with clients and Visa stakeholders, incorporating input; comparison; and client progress against metrics. Act as an advocate for Clients through showcasing operational excellence by driving cross-functional initiatives in support of the key Client goals, incorporating automated solutions to achieve efficiency and productivity operational improvements. Oversee the implementation of new Visa products the Clients purchase by coordinating key Client and Visa teams to expedite implementation readiness activities to steer the client toward getting faster time to value and subsequently maximize adoption of deployed products. Maintain relationships within Client Services and other cross-functional teams within Visa to orchestrate subject matter expertise consultation as needed to optimize client performance. Maintain a continuous 360-degree view of the Client for communicating / sharing internally or externally. Provide communication of new Visa Rules, essential mandates, Visa Business Enhancement Releases, and upcoming changes to ensure Client readiness and service compliance through delivering Client educational training. Act, on an ad-hoc and as needed basis, as the escalation point for managing client escalations concerning significant issues and major incident/crisis responses. Provide a thought leadership viewpoint on the latest payment processing trends, Visa solutions, and technologies to provide a good Client experience and generate new Sales leads to solve identified client pain points.