Client Engagement & Relationship Management
- Serve as the primary point of contact for assigned clients, managing the entire customer lifecycle from onboarding through to extended adoption.
- Build and maintain strong relationships with client stakeholders, translating their business goals into actionable success plans.
- Establish and nurture relationships at the C-level within enterprise organisations.
Technical & Operational Excellence
- Provide expert guidance on platform features, card payment processing, and core banking operations.
- Conduct regular check-ins, training sessions, and meet-ups to ensure customers are fully equipped to maximise platform value.
- Coordinate troubleshooting of technical issues with internal teams, escalating as needed to resolve client challenges promptly
Customer Success Delivery
- Develop a deep understanding of each customer’s business and industry to deliver tailored solutions and advice.
- Conduct regular operational and executive reviews to ensure customers leverage the full capabilities of Pismo offerings.
- Act as a customer advocate within the company, representing client feedback and needs.
- Monitor customer health metrics and usage data to proactively identify risks and opportunities.
- Develop and execute strategies to drive user adoption, satisfaction, and retention.
Process Improvement & Best Practices
- Document and share best practices and success stories with clients and internal teams.
- Influence and implement new internal processes to improve overall experience and organisational efficiency.
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.
- Minimum 7 years’ experience in customer success, consulting, or technical account management, ideally within SaaS, card payments, core banking, or a hyper-growth B2B environment.
- Strong technical understanding of payment card processing, major networks (Visa, Mastercard), and core banking systems.
- Experience in programme management, solution deployment, and client training.
- Excellent communication, stakeholder management, and problem-solving skills.
- Analytical mindset with the ability to interpret data and drive actionable insights.
- Structured and critical thinking, with a strong focus on strategy and results.
- Detail-oriented, with strong analytical, writing, and communication skills.
- Innovative and receptive to change.
- Bachelor’s degree in business, Computer Science, or a related field.
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
