The role of the Client Success Manger is to provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support as well as;
- Considered the functional expert for designated clients’ processing and operational business.
- Coordinate internal resources to accomplish Visa and client objectives and ensure processing system performance standards are met and that the client perspective is represented within the organization.
- Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance including authorization, clearing & settlement, back office processing.
- Stay current with industry and client trends and maintain a strong knowledge of Visa products and services. Represent complex customer change requests, system or operational requirements, negotiate and manage expectations internally and externally.
- Contribute and manage execution of country strategy, operational initiatives, special projects and client driven continuous improvement plans.
- Identify and analyze processing issues with client impacts, consistently communicate situational status and resolution. advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
- Support biannual business enhancement releases and all other Visa mandates & requirements fulfilments.
- Perform ongoing proactive operational reviews with designated clients.
- Partner with assigned Account Executives to identify additional business opportunities.
- Establish and extend relations with key internal and external clients contacts to ensure operational business continuity, operational performance improvement and execution of country priorities.
- Actively contribute to the effectiveness of the Team by supporting and co-operating with colleagues and providing cover during periods of absence.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
- English, Arabic and French languages are necessary.
- Bachelors Degree and work experience.
- Typically requires a minimum of 8 years progressively experience in customer service, project management and technical support role in the financial or information technology industry.
- Ability to present technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
- Detailed knowledge of VisaNet Integrated Payment VIP and Base2 systems, EMV and Visa Integrated Circuit VIS technical specifications so that second level technical support can be provided to clients and internal teams.
- Detailed knowledge of the electronic payments landscape including mobile and internet payments is a plus.
- Exhibit advanced planning, organizational and problem solving skills.
- Excellent verbal, written, presentation and interpersonal skills are required.
- Demonstrated ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
- Self motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit
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.
