Success Director
Success Director
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Job Description
The Director Client Success is a pivotal lead individual contributor responsible for owning the holistic post-sale Client Services relationship for applicable clients and providing operational solutions in support of growing clients business. The Director is a trusted client advocate and works proactively with their client portfolio to enable new capabilities manage geographic expansion and promote product adoption. The individual is expected to provide thought leadership and strategic guidance during solution development to ensure outstanding client service. The role requires a high level of professionalism leadership and interpersonal skills to influence and manage relationships with a variety of internal and client stakeholders.
This role is an exciting opportunity to be at the forefront of Visas Client Success transformation by partnering closely with key Visa clients to maximize their benefits realization and value from Visa products through optimizing their performance. Working in conjunction with Account Team members from Sales and Product you will proactively drive Client Success outcomes in alignment with Visas business agenda as detailed in the Sales Account Plan. The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visas strategy. The Director is the voice of the client on all operational initiatives and issues with key internal functional and region/market partners (e.g. Sales Product Legal Finance Risk).
This role serves as a functional specialist located in the Bay area and reporting to the VP Client Success Management Team.
Responsibilities include:
- Oversee the implementation of new Visa products the Client purchases by coordinating key Client and Visa teams to expedite implementation readiness activities and steer the client toward getting faster time to value and maximize adoption of deployed products.
- Ensure Client operational goals and success metrics for their overall Visa product landscape are understood.
- Build and sustain a trusted client advocate status with key client stakeholders by proactively executing against forward looking Client Success Plans in alignment with the Account Team to track client specific outcomes including a clients adoption and performance of Visa products purchased.
- Drive and deliver initiatives to improve client adoption of products and use of Visas self-service tools.
- Provide thought leadership on the latest local market trends payment processing trends Visa solutions and technologies to provide an outstanding Client experience and generate new sales leads as solutions to identified client pain points.
- Establish working relationships with Client Services and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.
- Develop client education and training materials (including webinars) to communicate new Visa Rules essential mandates Visa Business Enhancement Releases and/or upcoming changes to ensure client readiness and service compliance.
- Lead periodic operational reviews with clients and Visa stakeholders.
- Act for applicable clients as the escalation point for managing significant issues and major incident/crisis responses.
- Showcase operational excellence by supporting cross-functional initiatives to improve the Client experience incorporating automated solutions to drive efficiency and productivity.
- Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.
- Inspire coordinate and collaborate with global regional and/or in-market Client Success team members to maintain a continuous 360-degree view of the Client and deliver an outstanding consistent operational relationship experience.
- Lead implementation of key strategic initiatives in support of the global Client Success transformation inspiring and serving as a role model for team members to adopt changes aligned with the future state vision.
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
Qualifications :
Basic Qualifications:
- 10 or more years of work experience with a Bachelors Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD
Preferred Qualifications:
- 12 or more years of work experience with a Bachelors Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters MBA JD MD) or 6 years of work experience with a PhD
- Analytical skills to extract and synthesize relevant data into business solutions and provide sound analysis
- Able to communicate complex technical terms and/or processes in business language tailored to client
- Experience coaching or mentoring team members for skill and career development informally or as part of a leadership role
- Able to effectively prioritize and multi-task under deadlines
- Knowledge of Artificial Intelligence (AI) concepts and applications and how they can be leveraged to create value for Visa and its clients
- Experience representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization including senior executives in support of strategic business plans
- In-depth knowledge of the payment industry (i.e. trends threats competitors regulatory environments) client segment and region/market.
- Ability to lead cross-functional team members through high impact complex business issues that do not have precedent or are ambiguous.
- Certifications or qualifications in Client/Customer Success project management or related areas of practice and expertise.
- Ability to lead cross-functional team members through high impact complex business issues that do not have precedent or are ambiguous.
Advanced 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 - Listen to and prioritize 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/solutions
- Client engagement - Communicate clearly and effectively with clients
- Proactiveness - Think ahead and take action
- Critical thinking - Take ownership over problems and find creative solutions to complex problems
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
