The team provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development, and successful deployment of Visa products and services. We are partners to Visa’s clients, providing expertise to support and successfully grow their business.
What a Director, Client Success – Client Services Philippines, does at Visa:
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. The individual will also define and deploy client support and service implementation strategies, including automated tools and capabilities to enhance the client experience, that drive value for our clients and support Visa’s strategy.
In this role, you are expected to:
- Act as a primary point of contact for providing day-to-day operational support.
- Ensure client operational goals and success metrics for their overall Visa product landscape are understood.
- Identify additional business opportunities for clients, drive value-added services and new payment flows to increase service quality as well as revenue.
- Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.
- Build and sustain a trusted client advocate status with key client stakeholders by proactively executing against forward looking Client Success Plans to track client specific outcomes including a client’s adoption and performance of Visa products.
- Establish working relationships with Client Services and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.
- Lead periodic operational reviews with clients and Visa stakeholders and effectively simplify highly technical concepts to layman terms.
- Ability to support and resolve critical issues. Resolving such issues require in-depth experience, crisis management abilities coupled with critical decision-making aptitude which is expected for this role.
- As applicable, coordinate with regional and/or in-market Client Success team members to maintain a continuous 360-degree view of the Client and deliver a consistent operational relationship experience.
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.