Snr. Client Success Manager

Job Description And Responsibilities

Work closely alongside the key stakeholders at the dedicated Visa key clients, delivering the global client success model for Visa as a key ambassador of all of client services to the client and within the account’s Visa teams

Own the holistic operational relationship of the client across Europe and be the central voice of your Client into Visa and the Operational voice of Visa into Client

Ensure a clear governance framework and model is in place, aligned and subscribed to by both Visa and Client stakeholders within that governance

Closely collaborate with the local Client Success Managers and integrate into an overall global strategy for the client

Foster and sustain a reliable global operational relationship with client by comprehending their business, aligning their requirements with our solutions, and ensuring that their strategic drivers, success measures, and priorities are met

Identify and drive operational improvement opportunities for your assigned Client to grow their Visa portfolio and get the best return on investment on existing Visa products

Provide a global perspective on our global payment processing, issuing, and acquiring solutions and technologies to drive a holistic client services experience

Provide regular, structured, proactive operational relationship management through monthly operational reviews

On an ad-hoc basis, manage client escalations as required against clear escalation paths

Deliver operational and strategic initiatives to clients such as enabling new business initiatives, products, and solutions, delivering Business Enhancements, and educating on tools and services.

Focus on improvement of performance (Authorization, authentication, billing and dispute), cost effectiveness & compliance, introducing operational best practices and client processing optimization

Execute performance analytics identifying opportunities to improve authorization rates, reduce fraud and chargebacks

Ensure your Clients' compliance with Visa operational compliance rules and mandates

Disseminate approved Corporate Communications’ messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event, coordinating and escalating queries where appropriate (as per agreed Crisis Management Plan)

Effectively communicate and liaise with internal and external clients at various levels of seniority and function incl. C-Level

Serve as senior management contact, collaborating closely with your clients

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

• Holds a Bachelors / Degree or foreign equivalent
• Self-starter with a demonstrated ability to work collaboratively to achieve results as part of an effective team
• Strong planning and organizational skills, focused and rigorous execution skills, together with analytical capabilities
• Excellent interpersonal skills with the ability to establish, grow and influence key relationships across relevant functions and markets within Visa and at all levels at the client
• Demonstrate intercultural and market sensitivity
• Strong analytical aptitude and demonstrated track record of working with data to develop business-oriented solutions
• Ability to effectively work under pressure, be proactive and self-challenging when dealing with complex compliance, technical or other issues
• Have excellent time management, organization, and planning skills
• Must have in-depth knowledge of Authorizations, Clearing & Settlement & back office processing.
• Must have a solid working knowledge of payments network and processing services
• Need to resonate a persona / outlook that is positive and infectious with a can do’ attitude that turns customer challenges and dissatisfaction into triumphs
• Must possess great EQ and can move others into action where necessary.
• Ability to effectively prioritize and multi-task under tight deadlines.
• Utilise existing processes and have well established personal systems to prioritize and complete tasks
• Ability to synthesize and translate technical information and apply to business solutions.
• Fluent in written and spoken German and English

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.