Associate, Client Success

The Client Services team provides industry-leading operational support to Visas clients around the world. With our deep knowledge and expertise we are a key internal partner to product and technology bringing the voice of the customer into the design development successful deployment and support of Visa products and services enabling our client facing teams to deliver and scale new products services and initiatives into the market.

We are trusted partners to Visas clients providing expertise to support and successfully grow their business.

What an Associate does at Visa:

The Asia Pacific Technology (AP Tech) Partnerships Client Success Management team provide knowledge and expertise on market technology and infrastructure for Visa issuers acquirers processors fintech and merchants.

The Tech Partnerships Client Success Management Associate is responsible to manage post-sale and operational relationships for a significant group of Visas growth clients by overseeing onboarding and implementation processes maximizing adoption of deployed products driving Client Success outcomes and optimizing client performance.

In this role you are expected to:

• Play a critical role in working with the client to identify operational efficiencies manage assignments such as client initiative or change requests that are diverse in scope and search out appropriate courses of action.
• Develop communications and manage communications end-to-end distributing to clients and governing responses.
• Lead on client facing initiatives and consulting projects with the objective of producing actionable insights in order to optimize performance metrics of clients by utilizing SME knowledge in the authentication space in support of the scorecard.
• Work with internal and external stakeholders to manage existing solutions and work towards producing ready-to-consume insight packages for corridor- market- and region-level leaders including developing an automated process to populate insight templates with self-serve functionality. Focused on insight delivery.
• Coordinate with existing internally focused reporting teams to deploy a single source of truth on authorizations authentication tokenization disputes etc. This includes align on a common set of reports definitions and data sources across markets and stakeholders.
• Build and deploy capability to generate forward-looking view of opportunities develop the hypothesis of key leading indicators of auth authentication and tokenization trends gather data and conduct analysis to isolate the key leading indicators of opportunity develop and deploy the model to continuously track and report on the leading indicators.
• Lead management reporting dashboards as well as scorecards and establish cadence of reporting across different executive stakeholders to support authentication improvement campaigns.
• Coordinate internal resources to accomplish Visa and client objectives and ensure processing system performance standards are met and that the client perspective is represented within the organization.
• Partner with Client Success Managers to identify additional business opportunities for clients drive value-added services and new payment flows to increase service quality and revenue.
• Stay current with industry and client trends and maintain a working knowledge of Visa products and services.

Why this is important to Visa:

Client Success is a critical function in Visa. We are the subject-matter-experts to deliver best-in-class client services from operational perspective. This role will also provide the opportunity to shape how we lead the management of our clients through support and input into the tools capabilities and processes that impact the client experience. This enables us to deepen our partnership with our clients and bring value to their business.

The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visas strategy. This involves delivering effective efficiency and consultative support aligned to business objectives and critically establishes and fosters working relationships with Visas clients as well as internal stakeholders across all levels of staff and management ensuring the Client Services team are regarded as operational partners and able to effectively represent client needs. 

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

Qualifications :

Basic Qualifications:

• We welcome applications from Singapore citizens and Singapore Permanent Residents. All candidates must have existing and continuing right to work in Singapore.
• Has less than 18 months of relevant in a customer support role in software financial or information services.
• Knowledge on payment systems services is a plus.
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions
• Familiarity with automation and process improvement methodologies is a plus
• Working knowledge of Microsoft Office
• Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus while possessing a collaborative teamwork spirit and 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 and work both as part of a team and independently
• Excellent time management project management organization and planning skills
• Excellent communication skills in both verbal and written for English
• What will also help:
• Working knowledge of Visa systems including authorization and clearing systems dispute cycle and process client connectivity Visa Settlement Service will be a plus
• Demonstrate success in client relationship management
• Be able to work independently and receives minimal guidance
• Intellectual curiosity

Projects to be a part of:

• As part of the team to work on strategically important projects for clients and Visa.
• Develop and deliver a differentiated scalable client service model from tactical operations to strategic partnerships to deliver services such as optimisation consultation and business planning that deliver value and drive client success.
• Working with cross-functional team to identify opportunities and develop holistic solutions to help increase service quality revenue and efficiency for clients.
• Understanding the new products and services requirements and coordinate internal resources to accomplish Visa objectives and client deliverables.

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