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.
This role is an exciting opportunity to be at the forefront of Visa's Client Success transformation by partnering closely with key Visa clients to maximize their benefits realization and value from Visa products through optimizing their performance.
Responsibilities include:
- Overseeing 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.
- Ensuring Client operational goals and success metrics for their overall Visa product landscape are understood.
- Building and sustaining 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 client's adoption and performance of Visa products purchased.
- Driving and delivering initiatives to improve client adoption of products and use of Visa's self-service tools.
- Providing 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.
- Establishing working relationships with Client Services and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.
- Developing 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.
- Leading periodic operational reviews with clients and Visa stakeholders.
- Acting, for applicable clients, as the escalation point for managing significant issues and major incident/crisis responses.
- Showcasing operational excellence by supporting cross-functional initiatives to improve the Client experience, incorporating automated solutions to drive efficiency and productivity.
- Proactively identifying and driving opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.
- Inspiring, coordinating and collaborating 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.
- Leading 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 role is a Hybrid position to be located in our Toronto, Canada location. Visa requires 3 days in office to be aligned with the selected candidate and hiring manager.
Qualifications
Basic Qualifications:
- 10 or more years of work experience with a Bachelor's 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
- Experience coaching or mentoring team members for skill and career development, informally or as part of a leadership role
- In-depth knowledge of the payment industry (i.e., trends, threats, competitors, regulatory environments), client segment and region/market.
Preferred Qualifications:
- 12 or more years of work experience with a Bachelor's 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
- 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
- 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.