What you will do:
- Lead the LAC Client Success Team: Hire, mentor, and manage a high-performing team of Client Success Managers (CSMs) across the LAC region. Foster a culture of client-centricity, accountability, and continuous improvement, ensuring the team is empowered to deliver outstanding results.
- Drive Client Outcomes & Product Adoption: Own the success of LAC clients on Visa’s Pismo platform. Ensure each client effectively onboards and adopts Pismo’s cloud-native banking and payment solutions to achieve their desired business outcomes. Continuously monitor client usage and engagement, addressing obstacles to maximize value realization and satisfaction.
- Strategic Success Planning: Develop and implement scalable client success strategies, playbooks, and processes tailored to the Pismo platform and LAC market. Align these plans with Visa’s global standards while accommodating regional market dynamics, so that client engagements are consistent, proactive, and aligned with best practices.
- Cross-Functional Collaboration: Act as the voice of the client within Visa. Work closely with Product and Engineering teams to relay client feedback and influence the Pismo platform’s roadmap. Partner with Sales, Account Management, and Operations to ensure a seamless client journey—from initial solution design and implementation to ongoing support and growth (excluding renewal ownership).
- Champion Client Advocacy: Build strong executive relationships with key clients and champion their success stories. Promote client advocacy programs such as case studies, reference calls, and advisory boards. Ensure that client feedback is captured and used to drive continuous improvements in our services and platform features.
- Data-Driven Insights: Utilize data and analytics to proactively manage client health. Track key client success metrics (e.g., product adoption rates, NPS/client satisfaction scores, support ticket trends) to identify risks and opportunities. Use these insights to guide team focus, prioritize interventions, and demonstrate the value delivered to clients.
- Executive Reporting: Present regular updates on client success performance and insights to Visa LAC leadership and other stakeholders. Summarize client status, successes, challenges, and strategic recommendations, ensuring transparency and alignment on client-related objectives.
- Senior Client Engagement: Serve as a trusted advisor and escalation point for strategic LAC clients. Step in to support CSMs during high-stakes conversations, QBRs (Quarterly Business Reviews), or critical issue escalations. Strengthen relationships with client C-suite leaders, reinforcing Visa’s commitment to their success on the Pismo platform.
This is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice. #LI-Remote