Client Success Lead

Vor 5 Tagen

Frankfurt am Main, Hessen, Deutschland VISA Vollzeit

Job Summary

VISA is seeking a highly skilled Senior Client Success Manager to join our team. As a key member of our Client Success team, you will be responsible for ensuring the successful implementation and ongoing management of our clients' operations.

Key Responsibilities

  • Work closely with clients to understand their business needs and develop tailored solutions to meet their goals.
  • Provide regular, structured, proactive operational guidance to clients, including ongoing engagement, monthly operational reviews, and quarterly business reviews.
  • Maintain operational account plans and delivery roadmaps for assigned clients, supporting key client strategic goals.
  • Be the functional expert for clients' processing and operational business, providing consultancy on local operational, regulatory, and payment systems knowledge.
  • Coordinate complex client issues and manage client escalations within assigned portfolios.
  • Perform pre-project consulting and support clients with the preparation for implementation projects.
  • Liaise across Client Service teams and coordinate actions to deliver client goals.
  • Coordinate across all other business departments and functions to ensure strategic alignment and effective delivery of VISA and client initiatives.
  • Identify opportunities to optimize Authorization, billing, and dispute performance management.
  • Identify processing efficiencies through operational client knowledge.
  • Provide consultancy for VISA's products and services.
  • Coordinate, communicate, and govern client readiness for mandates, enterprise, and market initiatives.
  • Disseminate approved Corporate Communications' messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event.

Requirements

  • Significant experience in a customer support role in financial services, payment card, software, or information services.
  • Bachelor's degree or equivalent experience.
  • Excellent verbal, written, presentation, and interpersonal skills.
  • In-depth knowledge of Authorizations, Clearing & Settlement, and back office processing.
  • Good working knowledge of payments network and processing services.
  • Self-starter with proven abilities in organizational, conceptual, and logical problem-solving.
  • Client focus with proven ability to establish productive working relationships with staff and management at all levels.
  • Ability to set priorities and manage customer expectations.
  • Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
  • Proficiency providing technical and consultative support to external customers and identifying business needs.
  • Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
  • Working knowledge of Microsoft Office.
  • Fluent in German and English.

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