Description
We are seeking a Sr. Manager, Client Success to own the holistic post-sale Client Services relationship for applicable clients and provide operational solutions in support of growing clients' business.
The Sr. Manager will be a trusted client advocate, working proactively with their client portfolio to enable new capabilities, manage geographic expansion, and promote product adoption.
Key Responsibilities:
- Acts as liaison for assigned clients in the Sub-Saharan Africa region, providing proactive identification of processing efficiencies, service change support, and system enhancement support.
- Considered the functional expert for designated clients' processing and operational business.
- Responsible for managing projects or processes through coordinating internal resources to accomplish Visa and client objectives.
- Provide proactive planning and operational support to ensure effective and cost-efficient operations.
- Provides client education on payment technology processing and business parameters.
- Stay current with industry and client trends and maintain a strong knowledge of Visa products and services.
- Contribute to and manage execution of cluster or sub-regional country strategy, operational initiatives, special projects, and client-driven continuous improvement plans.
- Identify and analyze processing issues with client impacts and develop improvement plans.
- Support quarterly business enhancement releases and other Visa mandates.
- Perform ongoing proactive operational reviews with designated clients.
- Partner with assigned Account Executives to identify additional business opportunities.
- Identify opportunities leading to improved processing efficiency and increased revenue.
- Advocate Visa Value-added Services (VAS) by identifying opportunities to cross/up-sell.
- Establish and extend relations with key internal and external client contacts.
- Actively contribute to the effectiveness of the Team by supporting and cooperating with colleagues.
- Provide guidance to other employees in the job area.
- Influence others within the job sub-function regarding practices, procedures, and policies.
Qualifications:
- At least 10 years of success in client-facing roles in the Card Payments Technology industry.
- Bachelor's degree or equivalent graduate degree, preferably in Computer Science or Information Technology.
- Expert knowledge of Electronic Cards Payment Industry systems, Visa systems, and client connectivity.
- Advanced knowledge of payments technology products and services and their impact on clients' business.
- Strong customer focus, client support, and client relationship management skills.
- Strong abilities in organizational, conceptual, and logical problem-solving.
- Proven ability to establish productive working relationships with staff and management at all levels.
- Solid inter-personal skills.
- Ability to maintain a courteous and professional demeanor in all dealings.
- Proficiency in Word, Excel, PowerPoint, Outlook, CRM tools.