Senior Manager- Specialized CSM

The role of Senior Manager- Specialized Customer Success Manager:

• Accelerate adoption and improve performance of products for the assigned product family by identifying optimization opportunities and leads for activation.
• Collaborate with regional Sales and Product functions to design and execute go-to-market initiatives for Visa products.
• Collaborate with cross-functional teams within Visa to deliver subject matter expertise consultation and operational best practices as needed to optimize client performance.
• Collect product feedback and prioritize the enhancement requests for the Global Product teams.
• Support and oversee the implementation of new Visa products purchased by Clients by coordinating with key Client and Visa teams to expedite implementation readiness activities and steer Client toward faster time to value and maximize adoption of deployed products.
• Foster and sustain trusted partnerships with other teams within Client Services Product and Sales by aligning on the forward-looking relationship strategy and optimization opportunities and executing against Client Success Plans.
• Drive and deliver initiatives to improve client adoption of products and use of self-service tools.
• Stay current with the latest payment processing trends Visa solutions and technologies to provide a good Client experience.
• Leverage insights and understanding of their local market(s) and product needs to continually enhance Product Health in the region and Client experience.
• Support periodic operational reviews with Clients and Visa stakeholders incorporating input comparison and client progress against product metrics.
• Translate complex customer business needs into opportunities for system and service solutions.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Qualifications:

Basic Qualifications:
8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters MBA JD MD) or 2 years of work experience with a PhD
Preferred Qualifications:

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters MBA JD MD) or 3 or more years of experience with a PhD
• Bachelor degree or equivalent qualification Masters or MBA degree is preferred
• 8-15 years of success in a technology financial or information services business or with experience in the Payments Consulting or Banking industry preferred
• Commitment to learning and developing with a strong bias for action with a passion to build test learn and iterate.
• Proficiency in data analytics visualization and data driven decision making.
• Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at all levels
• Ability to articulate complex technical and business issues and solutions to multiple levels internally and externally to support strategic business plans
• Self-starter able to achieve results as part of an effective team across countries and time zones
• Able to effectively prioritize and multi-task under deadlines
• Experience representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization including executives in support of strategic business plans
• Excellent presentation skills including strong oral and written communications
• Solid influencing and negotiation skills
• Basic to intermediate proficiency in the following skills:
• Building client relationships
• Build credibility and create trust-based relations
• Partner with clients to build their business
• Becoming customer centric listening to and prioritizing customer needs to drive value realization and build trusted partnerships
• Success planning - Build measurable actions plans to help clients achieve their business goals and realize value from their products or solutions
• Client engagement - Communicate clearly and effectively with clients
• Proactiveness - think ahead and act. Critical thinking - take ownership over problems and find creative solutions to complex problems. Technical skills continuous acquisition application and refinement of technical skills relevant to the role and payments

Additional Information:

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.

Remote Work:

No

Employment Type:

Full-time