# Client Success Manager

**Company**: Visa
**Location**: Bogota, CO
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/CO---Bogota-Colombia/Client-Care-Analyst_REF081263W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_e93136c6-840

## Description

This individual contributor role involves solving complex problems and identifying innovative solutions.

Responsibilities:

- Deliver high-value customer service to Visa clients and staff to exceed expectations and advocate for clients.

- Collaborate proactively with Clients to identify efficiencies, customer impacts, and required actions, maintaining communication through completion.

- Advocate for Visa Clients to internal stakeholders including Client Success Managers, Sales, Product, Systems, Risk, and Legal teams.

- Lead complex cross-functional initiatives between clients and internal teams.

- Coordinate resources to achieve Visa and client goals.

- Resolve client inquiries promptly and maintain updated support documentation.

- Build strong relationships with key clients and stakeholders.

- Represent clients within Visa to prioritize enhancements.

- Identify operational improvements to boost service quality and efficiency.

- Report project accomplishments to senior management.

- Act as a liaison, providing problem management and system enhancement support.

- Educate clients on best practices.

- Manage complex change requests, negotiating and managing expectations.

- Serve as an escalation point for complex issues.

- Notify clients of critical problems or maintenance outages.

- Stay informed about payment industry trends and Visa products.

- Coach new staff and identify training opportunities.

- Escalate issues to department management when necessary.

- Assist in leading department projects and initiatives.

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

Qualifications:

- 3 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD

- Excellent communication skills (written and verbal)

- Strong analytical and problem-solving skills

- High attention to details

- Ability to work under pressure and handle multiple tasks simultaneously

- Customer-focused mindset with an ability to empathize with clients and resolve issues efficiently

- Understanding of credit card processing, payments gateways, and related technologies

- Sound business decision-making, goal setting, and achieving high-quality operational results

- Prioritization and management of customer expectations, both in team and independent settings

- Developing and managing adaptable plans in changing environments

- Excellent interpersonal skills with a proven record of customer satisfaction

- Solid organizational, conceptual, and logical problem-solving abilities

- Strong relationship management, strategic thinking, and problem-solving skills

- Ability to establish productive working relationships

- Efficient in Microsoft office (Outlook, Excel, Word and Power Point)

- Fluent in Spanish, English and Portuguese

- Experience in customer support role in financial services or payments card industry

- Excellent troubleshooting skills

## Skills

### Required
- Microsoft Office
- Spanish
- English
- Portuguese
- customer support
- credit card processing
- payments gateways

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Source: [Apply at visa.wd5.myworkdayjobs.com](https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/CO---Bogota-Colombia/Client-Care-Analyst_REF081263W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)