Sr. Manager, U.S Regional Client Success

Global Client Services (CS) provides industry-leading operational support to Visa’s 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, and successful deployment of Visa products and services.

In addition to supporting client implementation of Visa products and services globally, CS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business. 

This is an experienced managing contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions.  This role will manage a team with responsibility for Regional U.S. clients.  Individual may also have responsibility for assigned accounts.

Primary Responsibilities:

• Manage, Coach, Mentor a team with responsibility for U.S based Regional clients. 
• Provide high value customer service support on day-to-day items to ensure customer expectations are exceeded, advocate on behalf of the clients
• Partnering with the Sales Account Executives to support new business development opportunities.
• Visionary expertise identifying efficiencies and the tools and applications related to those efficiencies.
• Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams
• Coordinate internal resources to accomplish Visa and client objectives
• Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines
• Build and enhance positive working relationships with key clients and internal stakeholders
• Independently formulating decisions that may have significant operating and financial impact to Visa initiatives, reputation, and clients.
• Represent client perspective within Visa organization to ensure enhancements are prioritized
• Report customer project accomplishments and deliverables to senior management
• Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, and system enhancement support
• Educate and train clients on best practices for all supported 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
• Serve as an escalation point for complex issues
• Proactively notify clients regarding any widespread or business critical problems with the application, as well as scheduled periodic maintenance outages
• Stay current with the payment industry and client trends as well as maintain a strong knowledge of Visa products and services.
• On call support and possible weekend hours
• Domestic travel may be required

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

Basic Qualifications

• 8 years of work experience with a bachelor’s degree or at least 6 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or at least 2 years of work experience with a PhD

Preferred Qualifications

• 10-12 years of work experience with a bachelor’s degree or 6-8 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 4+ years of work experience with a PhD
• A minimum of 6 years of successful experience in progressive leadership roles with Client facing accountability in the Payments industry
• Demonstrated strategic ability to solve complex global cross-functional issues exercising critical thinking and sound judgment
• Functional experience in bankcard operations, supporting highly complex clients and/or services
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving
• Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment
• Demonstrated ability to strategically lead cross functional teams through high impact complex business issues that do not have precedent
• Working knowledge of payment systems including authorization & clearing systems, client connectivity, and settlement services
• In-depth knowledge of payments network and processing services
• In-depth knowledge of Client business drivers for their operations and processing businesses
• Excellent knowledge of key technical specialties supported
• Demonstrated experience with technical and/or sales account management
• Demonstrated success with clients through strategic and consultative approach leveraging analytical tools and processes
• Oversees the development of strategies and programs and action plans, aligning efforts of the Client Support organization with other key Visa stakeholders
• Establish and fosters relationships with Client and internal stakeholders at all levels of staff and senior management
• Develop and ensure execution of support strategies to support Client Sales in sales efforts, setting service standards as required for the implementation and support of market specific products and services
• Strong skills in Excel for data analysis
• Advance Power point for professional presentations
• Excellent verbal, written, presentation and interpersonal skills required
• Understanding of basic accounting principles including cost allocation methods is a plus

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 128,200.00 to 185,650.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.