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
Basic Qualifications:
- 12 or more years of work experience with a Bachelor’s Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD), or a minimum of 5 years of work experience with a PhD
Preferred Qualifications:
- 15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience
- Extensive Client Success Leadership: 12–15+ years of experience in client success, account management, or related customer-facing roles, including 5+ years in a senior leadership capacity within a SaaS, fintech, or technology-driven environment. Demonstrated success in building and scaling teams across multiple countries or regions.
- Proven Track Record: Strong history of driving client outcomes and value realization in complex, enterprise settings. Able to showcase examples of improved client satisfaction, increased product adoption, and advocacy resulting from initiatives you led. Experience managing relationships with large enterprise or financial institution clients is highly desirable.
- Financial Services & Tech Domain Expertise: Deep understanding of the financial services sector – especially payments, banking, or core processing. Familiarity with modern core banking systems, issuer processing, or fintech platforms will help contextualize client needs and guide them effectively on Pismo’s solutions.
- Strategic and Analytical Mindset: Data-driven decision maker with sharp analytical skills. Proficient in using metrics and tools (e.g., client health dashboards, CRM systems) to monitor performance and identify trends. Able to translate data insights into actionable strategies and communicate the “why” behind client success efforts.
- Exceptional Communication & Influence: Excellent written and verbal communication skills in Spanish and English (Portuguese strongly preferred). Adept at engaging with C-level executives and technical stakeholders alike. Capable of articulating complex concepts in a clear, compelling manner and influencing cross-functional teams to drive customer-focused outcomes.
- Technical Acumen: Comfortable with technology and cloud-based platforms. While not a developer, you can hold informed discussions about APIs, integrations, and platform performance with client IT teams and internal engineering. This technical savvy helps in guiding clients through challenges and coordinating with Product/Technology on solutions.
- Team Leadership & Collaboration: Proven ability to inspire, develop, and empower diverse teams. Skilled in change management and establishing processes that scale. A collaborative leader who can work across departments and cultures, aligning everyone around a shared vision of client success.
- Adaptability: Thrives in a fast-paced, evolving environment. Brings a proactive, solution-oriented approach to solving problems and seizing opportunities. Embraces continuous learning to stay ahead of industry trends and best practices in client success.
- Travel: Willingness to travel across the LAC region as needed (approximately 20-30%), to visit clients and coordinate with regional teams.
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.
