What is it all about?
The Director, Client Success is a pivotal lead people manager and in some cases 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. The Director is a trusted client advocate and works proactively with their client portfolio to enable new capabilities, manage geographic expansion, and promote product adoption, usually across geographies and working alongside multiple parties in those locations.
What we expect of you, day by day:
- The individual is expected to provide thought leadership and strategic guidance during solution development to ensure outstanding client service.
- The role requires a high level of professionalism, leadership and interpersonal skills to influence and manage relationships with a variety of internal and client stakeholders, and as such the individual needs to be a self starter to get to resolution of challenges by ensuring full coordination across the wider Visa ecosystem to get to solutions, and not feeling restricted within the silo of their client focus.
- This role is an exciting opportunity to be at the forefront of Visa Client Success transformation by partnering closely with key Visa clients to maximize their benefits realization and value from Visa products through optimizing their performance.
- Working in conjunction with Account Team members from Sales and Product, you will proactively drive Client Success outcomes in alignment with Visa business agenda as detailed in the Sales Account Plan.
- The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visa strategy.
- The Director is the voice of the client on all operational initiatives and issues with key internal functional and region market partners (e.g., Sales, Product, Legal, Finance, Risk).
This role serves as a functional specialist, located in Poland and reporting to Senior Director, Client Services.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
What we're after...
- 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
- Experience coaching or mentoring team members for skill and career development, informally or as part of a leadership role
- Prior people management experience is required (ideally within a matrix and multi-location environment)
- 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
- In-depth knowledge of the payment industry (i.e. trends, threats, competitors, regulatory environments), client segment and region market
- 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
- Building client relationships - Build credibility and create trust-based relations, partner with clients to build their business
- Becoming customer centric - Listen to and prioritize customer needs to drive value realization and build trusted partnerships
- Success planning - Build measurable actions plans to help clients achieve their business goals and realize value from their products solutions
- Client engagement - Communicate clearly and effectively with clients
- Proactiveness - Think ahead and take action
- Critical thinking - Take ownership over problems and find creative solutions to complex problems
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.
