Manager Specialized Client Success

The Manager Specialized Client Success is a client-facing individual contributor role serving as a subject matter expert. The Consultant enables new client capabilities, promotes product adoption, and optimizes client performance.

Working in conjunction with Account Team members from Client Services, Sales, and Product, you will proactively drive Client Success outcomes in alignment with Visa's business agenda as detailed in the Sales Account Plan. The individual will also define and deploy client support and service implementation strategies including automated tools and capabilities to enhance the client experience that drive value for our clients and support Visa's strategy.

The role is a direct report to the Senior Director CEMEA Specialized Client Success Manager located in Dubai.

Key Responsibilities:

1. Accelerate adoption and improve performance of products for the assigned product family by identifying optimization opportunities and leads for activation.
2. Collaborate with regional Sales and Product functions to design and execute go-to-market initiatives for Visa products.
3. Collaborate with cross-functional teams within Visa to deliver subject matter expertise consultation and operational best practices as needed to optimize client performance.
4. Own the product lifecycle post-activation within the Client Service team and be the subject matter expert for the assigned product family.
5. Collect product feedback and prioritize the enhancement requests for the Global Product teams.
6. Support and/or 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 maximized adoption of deployed products.
7. 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.
8. Drive and deliver initiatives to improve client adoption of products and use of Visa's self-service tools.
9. Stay current with the latest payment processing trends, Visa solutions, and technologies to provide a good Client experience.
10. Leverage insights and understanding of their local market(s) and product needs to continually enhance Product Health in the region and Client experience.
11. Support periodic operational reviews with Clients and Visa stakeholders incorporating input comparison and client progress against product metrics.
12. Translate complex customer business needs into opportunities for system and service solutions.

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

Qualifications:

1. Bachelor's degree or equivalent qualification.
2. A minimum of 10 years of success in a technology, financial, or information services business, or with at least 8 years of experience in the payments industry.
3. Functional experience in payment card operations supporting highly complex clients and/or services.
4. Demonstrated detailed knowledge of the full breadth of systems, products, and services offered by Visa.
5. Commitment to learning and developing with a strong bias for action with a passion to build, test, learn, and iterate.
6. Proficient in data analytics, visualization, and data-driven decision making.
7. Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at all levels.
8. Ability to articulate complex technical and business issues and solutions to multiple levels internally and externally to support strategic business plans.
9. Self-starter able to achieve results as part of an effective team across countries and time zones.
10. Able to effectively prioritize and multitask under deadlines.
11. 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.
12. Excellent presentation skills including strong oral and written communications.
13. Solid influencing and negotiation skills.
14. Basic to intermediate proficiency in the following skills:

• Building client relationships.
• Building credibility and creating trust-based relations.
• Partnering 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, building measurable action plans to help clients achieve their business goals and realize value from their products or solutions.
• Client engagement, communicating clearly and effectively with clients.
• Proactiveness, thinking ahead and acting.
• Critical thinking, taking ownership over problems and finding 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