Description
The Shared, Client Success Management (S-CSM) role is a key client-facing position within Visa, combining specialized product expertise with data-driven insights to help clients realize greater value from Visa's products and solutions.
As an individual contributor, you'll develop expertise in a specific area of Visa's business, using client and performance data to identify opportunities, provide strategic insights, and drive meaningful outcomes. You'll work in a highly collaborative environment, partnering with Client Services, Sales, Product and other teams across Visa, while taking ownership of your assigned client opportunities and projects.
This role is a great fit for someone who enjoys working with clients, turning data into action, managing multiple initiatives, and bringing different stakeholders together to deliver results.
Responsibilities include:
- Support clients through the implementation of newly purchased Visa products and solutions, helping them achieve a timely and successful go-live and addressing potential delays or barriers to adoption.
- Partner with clients to identify opportunities to increase adoption and usage of existing Visa products and solutions, using data and insights to recommend and implement targeted actions.
- Support key client retention initiatives by understanding the reasons behind cancelled or stalled projects and identifying opportunities to re-engage clients and restart those initiatives.
- Build strong cross-functional partnerships with Client Services, Account Executives, Product teams and other internal stakeholders to coordinate priorities and drive successful client outcomes.
- Stay current on industry trends, Visa solutions and relevant technologies to provide informed guidance and expertise to clients and internal partners.
- Identify growth opportunities to expand the use of Visa products and solutions within client organizations, partnering with specialist teams to pursue relevant opportunities.
- Travel occasionally to support clients and colleagues across the region, as needed.
Qualifications
- Demonstrated expertise in leveraging data to analyze client performance and identify areas for improvement or sub-optimal usage.
- Moderate to advanced technical proficiency, with a proven ability to support clients on complex issues and optimization opportunities.
- Experience presenting technical and/or business issues and solutions to influence stakeholders at multiple organizational levels.
- Ability to communicate complex technical concepts and processes in clear, business-oriented language tailored to clients.
- Strong client success orientation, with a proven track record of building trusted-advisor relationships through direct client communication.
- Demonstrated experience in cross-functional program or task force management.
- Strong critical thinking and sound judgment, with the ability to engage both internal and external (client) audiences.
- Proven ability to build and maintain strong business relationships with internal and external stakeholders, including senior management.
- Fluent English, with strong verbal and written communication skills and the confidence to engage effectively with clients and stakeholders across different levels.