Client Success Manager, Visa Government Solutions, CMS

The Consultant, Client Success is a client-facing, individual contributor role serving as a Commercial Money Movement Solution (CMS) business subject matter expert accountable for supporting a portfolio of Visa clients, partners with Account Team members in Client Services, Sales and Product to drive optimization of client performance in alignment with Visa’s business agenda per Sales Account Plans and Client Services Client Success Plans. Effectively manages client advisory engagements to enable new capabilities and facilitate clients’ geographic expansion and product adoption.

This role reports to Head of CMS CS and is an exciting opportunity to be at the forefront of Visa’s Client Success transformation, closely partnering with clients to maximize their benefits realization and value from Visa products.

• Provide CMS 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.
• 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.
• Ensure Client Success Plans clearly communicate and track Client operational goals and success metrics for their overall Visa product landscape, as well as client readiness activities and intended outcomes for upcoming mandates and projects.
• Conduct periodic operational reviews with Clients and Visa stakeholders, incorporating input, comparison and client progress against product metrics.
• 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.
• Support, and may 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.
• Maintain strong relationships with Client Services and other cross-functional teams within Visa to orchestrate subject matter expertise consultation as needed to optimize client performance.
• Engage in thorough communication of new Visa Rules, essential mandates, Visa Business Enhancement Releases, and upcoming product changes to ensure Client readiness and service compliance through delivering strong Client educational training.
• Act, on an ad-hoc and as needed basis, as the escalation point for managing client escalations concerning significant product issues and major incident/crisis responses.
• Provide an informed viewpoint on the latest payment industry processing trends, Visa product solutions and related technologies in support of the Client experience and to generate new Sales leads addressing Client pain points.

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.

8+ years of work experience with a Bachelor’s Degree or 6+ years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD), or 3+ years of work experience with a PhD.
• Minimum of 8+ years experience in a client-facing role in financial services, payment card, software or business consulting.

• Experience in engaging with senior management level stakeholders as clients.

• Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise.

• Technical proficiency in VisaNet Core & Config processing, Holistic client’s system integration and Commercial and Money Movement Solution knowledge is required.

• Technical aptitude with a proven ability to articulate complex technical terms or processes into business language.

• Strong interpersonal and consulting skills with experience in negotiating with and influencing clients and stakeholders at different organizational levels.

• Understanding of the market influences and threats facing the payments industry.

• Analytical aptitude and demonstrated track record of working with data to develop business-orientated solutions and to provide sound business analysis.

• Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.

• Self-starter with a strong ability to achieve results as part of an effective team (across countries), and ability to effectively prioritize and multi-task under deadlines.

• Experience in client relationship management, and able to set priorities, influence others, and manage client expectations.

• Program management skills

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.