Visa
When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.
Join Visa: A Network Working for Everyone.
Job Description
Visa Business Solutions – Client Service Delivery (VBS-CSD) provides industry-leading implementation services and operational support to Visa’s B2B clients around the world. With our deep knowledge and expertise, we are a key internal partner to Sales, Product and Technology teams bringing the voice of the client into the design, development and successful deployment of Visa products and solutions. The team sits within Client Services and provides support to financial institutions and their corporate clients who utilize a suite of Visa Business Solutions (VBS).
The Sr Account Manager – Client Success is an individual contributor role responsible for being the primary operational contact for financial institution in the Mobility sector. This is a customer facing role and this person will work as the technical leader, to include educating and consulting on payment processing, the bi-annual Business Enhancement Release and VBS products. The individual will have responsibility for end-to-end client delivery and operations for the client and provide program management and leadership across several parallel and global strategic initiatives aimed at growing their business. This individual will also serve as the primary escalation contact. As this is an operational role, success in this role will be measured in increasing operational efficiencies, establishing productive client relationships, and effectively consulting and problem solving for Visa products and solutions.
Key Responsibilities
Be the primary Account Manager to represent Visa to the key operational stakeholders within the business.
Provide day-to-day operations and product support, back-office support and customer performance reporting. Manage Business Enhancement Releases for the customer.
Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy. Ensure team advocates for client needs with internal stakeholder organizations
Be the technical / functional expert for Visa Business Solutions products to best inform, educate, and consult with clients
Act as an advocate for the client, providing problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
Offer operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner
Provide insight and input within cross-functional Visa organizations for new or changing products and services that may impact their clients, including product release education
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.
Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans.
Identify and analyse 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.
Partner with assigned Account Executives to identify additional business opportunities, proactively identify operational opportunities and implement recommendations to increase service quality and efficiency.
As needed, participate in sales and strategic sessions with potential clients to speak to the technical components of Visa Business Solutions and the value of Client Services
Perform ongoing proactive operational reviews with client, such as monthly and quarterly business reviews
Qualifications
Significant experience in a customer support role in financial services, payment card, software or information services.
- Bachelor’s degree or 5-7 years equivalent experience in financial services or payments.
- Excellent verbal, written, presentation and interpersonal skills are required.
- Proficiency of German and English on business fluent level
- Must have a good working knowledge of payments network and processing services, knowledge of Online Travel Payments and virtual payments solutions is a plus
- Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
- Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
- Ability to set priorities and manage customer expectations. Work both as part of a team and independently.
- Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
- Demonstrate ability to work in a complex organization to determine business and customer needs,
providing the best solution to meet those nee
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.
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