Client Success Manager - VISA

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

This is an individual contributor role for a seasoned professional responsible for solving complex operational problems with designated clients and taking a broad perspective to identify client’s operational performance improvement opportunities and adoption of innovative solutions implementation.

This role serves as a functional specialist also focusing on building and extending client relations operational and works independently with limited supervision and guidance only in the most complex situations.

• Acts as liaison for an assigned client(s) in the Sub-Saharan Africa region with a focus on West Africa, providing proactive identification of processing efficiencies, service change support and system enhancement support.
• Considered the functional expert for designated clients processing and operational business.
• Responsible for managing projects or processes through coordinating 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 and settlement, backoffice processing.
• Provides client education on payment technology processing and business parameters, as well as other client specific education based on support trends or new service implementations.
• 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 to and manage execution of cluster or sub regional 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 quarterly business enhancement releases as well as all other Visa mandates and requirements fulfilment.
• Perform ongoing proactive operational reviews with designated clients.
• Partner with assigned Account Executives to identify additional business opportunities.
• Identify opportunities leading to improved processing efficiency as well as increased revenue for both the Client, as well as Visa.
• Advocate Visa Value added Services (VAS) by identifying opportunities to cross/up sell to the benefit of the client.
• 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 cooperating with colleagues and providing cover during periods of absence.
• Provide guidance to other employees in job area.
• Influence others within job sub function regarding practices, procedures, and policies.
• Work closely with Business Development and Product and Solutions team counterparts to understand sales goals and be able to adopt support to meet organizational objectives.

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.

Qualifications

• At least 5 years of success in client facing roles in the Card Payments Technology industry.
• Bachelors degree or equivalent graduate degree, preferably in Computer Science or Information Technology
• Expert knowledge of Electronic Cards Payment Industry systems, Visa systems including authorization and clearing systems, client connectivity, etc.
• Has advanced knowledge of payments technology products and services and how these impact clients’ business.
• Strong customer focus, client support and client relationship management skills
• Strong abilities in organizational, conceptual, and logical problem solving.
• Strong execution focus
• Proven ability to establish productive working relationships with staff and management at all levels.
• Solid inter-personal skills.
• Ability to maintain a courteous and professional demeanor in all dealings.
• Proficiency in Word, Excel, PowerPoint, Outlook, CRM tools