What a Client Success Manager does at Visa:
As a Client Success Manager (CSM) based in Riyadh, Saudi Arabia, you will be leading Client Services operational engagements for Visa clients, serve as an operational/technical consultant and be the key contact for GCC based Fintechs, digital banks and other non-traditional clients. In addition, you will help deliver customized solutions and provide a comprehensive view across markets and boosting efficiency for client initiatives and projects. This position requires execution, analytical and problem resolution skills, client relationship abilities and the ability to work with minimal supervision.
In this role, you are expected to:
• Be the operational and technical expert to clients, as well as business teams to support cross-functional, regional and in-country initiative deliveries.
• Act as the liaison for clients, providing insights and inputs for new or changing products and services, problem management, proactive identification of processing efficiencies, service change and system enhancement support. You will be required to act as the CS liaison to coordinate internal CS resources to accomplish Visa and clients’ objectives.
• Support business and product teams on new clients’ onboarding activities from pre-launch to post-implementation monitoring and new service deliveries.
• Provide proactive planning and operational support to ensure that clients 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)
• Represent complex customer change requests, system, or operational requirements, negotiate and manage expectations internally and externally and determine the appropriate courses of action to deliver.
• Collaborate with Account Executives to identify, capture and deliver additional value-added services and new payment flow opportunities to increase service quality and revenue.
• Advocate on behalf of clients to internal stakeholders including Account Executives, Client Services, Product and Risk for expedited resolution and implementation of solutions achieving highest degree of client satisfaction with a view on enhancing the client’s Visa experience.
• Deliver support for Visa’s business enhancements and mandates to clients, as well as ongoing training and education to clients on Visa's products & services.
• Assist in incident management by communicating incident status to the clients through its resolution.
• Stay current with industry, client trends, and maintain a working knowledge of Visa products and services. Be on top of key Visa mandates and rule changes, to be able to articulate technical changes and analyze the impacts in consultation with the clients.
• Identify and implement opportunities to improve the client experience by streamlining operational processes.
• Actively contribute to the effectiveness of the Team by supporting and co-operating with colleagues and providing cover during periods of absence.
• Undertake other duties and tasks assigned by your manager and the Client Success Lead for GCC.
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.
Bachelors / Degree or equivalent work experience. Typically requires a minimum of 3 – 5 years progressively responsible experience in customer service, project management and technical support role in the financial or information technology industry,
• Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
• Previous experience with Fintechs, along with the digital payments landscape including mobile and internet payments is required.
• Strong knowledge of VisaNet Integrated Payment (VIP) and BaseII systems, EMV and Visa Integrated Circuit (VIS), EMV 3DS, Visa Token Service (VTS) technical specifications so that second level technical support can be provided to clients and internal teams.
• 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.
• Fluent English and Arabic language is required.
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.
