Senior Client Success manager

What’s it all about?

As Visa continues a path of innovation and growth, where we are focused on a client’s lifecycle with a client centric mindset at the core of all we do, we are searching for a Senior Consultant in the Client Success team within Visa’s Client Services function to strengthen our presence in Belgium and the FBL Cluster.

This is an exciting opportunity within the “operational” and post-sales client engagement within the Visa payment ecosystem to develop and nurture Visa’s relationships with our Clients (i.e. large banks/financial institutions/strategic partners/ merchants) and optimize their return on value from their Visa products/ services.

The Senior Client Success manager is an important individual contributor position which is accountable for owning the Client Services relationship of a small portfolio of important Visa clients. The Senior Consultant role will be a trusted client advocate and works proactively with their client portfolio to enable new capabilities, manage the geographic expansion and product adoption of their clients. As well as driving the optimization in client performance and strategy/ objectives based on client endorsed Client Success Plans in alignment with Visa’s business agenda as detailed in the Sales Account Plan.

It is a client-facing role, working in conjunction with Value added Account Team members from Sales and Product to across Client Services teams to proactively drive Client Success outcomes. This role serves as a functional specialist in the payments industry, located in Belgium and reporting to the FBL Client Services Lead.

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

Key Responsibilities

• Own the holistic post-sale and operational relationship of a small number of important clients by strongly understanding their local market needs and trends to gain insight about the opportunities to continually enhance the client experience
• Act as an important 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 strongly 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 strong periodic operational reviews with clients and Visa stakeholders, incorporating input, comparison and client progress against metrics
• Act as an advocate for Clients through showcasing strong operational excellence by driving complicated and 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 strong 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 thorough communication of new Visa Rules, essential mandates, Visa Business Enhancement Releases, and upcoming 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 issues and major incident/crisis responses
• Provide a thought leadership viewpoint on the latest payment processing trends, Visa solutions, and technologies to provide a strong Client experience and generate new Sales leads to solve identified client pain points
• Utilize existing processes and have well established personal systems to prioritize and complete tasks

Key Metrics and KPIs

• Contribute to overall Client Satisfaction, Net Promoter Scores and Client optimization metrics.
• Contribute to regional and country score card targets including growth and adoption of Visa Products and Services
• Ensure your Clients' compliance with Visa operational compliance rules and mandates (planning and support during compliance releases)
• Appropriate and efficient use of Visa’s OneCRM Microsoft 360 tool to capture relevant and required client interactions
• Full adherence of the Visa CSM Guide.
• Achieve annual individual goals and relevant Client Services Objectives and Key Results
• Coordinate escalations on a rare case of operational crisis event to minimize Client impact in the shortest duration.
• Facilitate fastest return on investment for clients by driving fastest time to first transaction upon closing new deal agreements.
• Feedback and contribute to Visa internal processes and procedures – for improvement and optimization.
• Collaborate actively within Client Services organization and across Visa functions (e.g. Sales, Products) locally and globally

Willingness to travel as you may be required to travel 20% of the time to your Client location/s for client-facing activities, as well as to Visa internal conference/trainings/meeting on ad-hoc basis

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.

Must Have Qualifications

• Experience in a client-facing role in card payment industry
• Strong background in ‘4 corners’ payment model, with demonstrated knowledge of Belgian & Luxemburg markets and payment ecosystem
• Experience in engaging with senior management level stakeholders at clients
• Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise is highly desirable
• Strong interpersonal skills and proven abilities in negotiating with and influencing clients and staff at all levels
• Demonstrated experience in client relationship management, and able to set priorities, influence others, and manage client expectations
• Strong analytical aptitude and demonstrated track record of working with data to develop business-orientated solutions and to provide sound business analysis
• Strong ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans
• Ability to effectively work under pressure, be proactive and self-challenging when dealing with complex compliance, technical or other issues
• Ability to prioritize and respond effectively to new challenges whilst managing stakeholder expectations (internal and external)
• Have excellent time management, organization, and planning skills
• Fully computer literate in MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.)
• It is desirable to have experience in utilizing a CRM tool to oversee client interactions and achieve desired outcomes.

Basic Qualifications

• Strong understanding of the market influences and threats facing the payments industry
• Strong ability to articulate complex technical terms or processes into business language
• 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
• To execute their tasks effectively, it also requires a strong planning and organizational skills, focused and rigorous execution skills, together with analytical capabilities and skills, and the willingness to keep learning to improve and optimize internal processes to afford the best client experience, with their ‘every’ interaction at Visa
• Flexibility on time commitment (incl. out of hours) in a critical client escalation or crisis situation
• Demonstrate intercultural and market sensitivity
• Must have a solid working knowledge of payments network and processing services or have a high aptitude for learning and a growth mindset with a functional and technical background/ skill set to aide adaptation
• Proficiency providing technical and consultative support to external customers and identify business needs
• Excellent written and verbal communication skills in English and in Dutch (preference) and/or French with the ability to convey complex topics in simple terms relevant to the client’s specific use cases and value proposition

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.