Senior Client Success Manager

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

The Senior Consultant, Client Success Manager is an individual contributor responsible for owning the overall post-sale Client Services relationship for applicable clients (issuers, acquirers, processors, enablers, fintechs, wallet providers and merchants) providing operational and optimization solutions in support of growing our clients’ businesses and achieving their strategic growth priorities by achieving the highest value and impact from Visa’s products and services.

You will be a trusted client advocate and work proactively with your client portfolio to optimize and expand adoption of the clients’ Visa product portfolio, enable new capabilities, support geographic expansion, identify Visa product and service sales opportunities whilst helping the client say up to date on Visa rules, mandates and regulatory requirements. The role requires a high level of professionalism, leadership and interpersonal skills to manage relationships with a variety of internal and client stakeholders.

This role is an exciting opportunity to be at the forefront of Visa’s Client Success transformation by partnering closely with Visa’s clients to maximize their benefits realization and value from Visa products through optimizing their performance in both the face to face and card not present environment. Working in conjunction with Account Team members from Sales and Product, you will proactively drive Client Success outcomes in alignment with Visa’s business agenda as detailed in the Sales Account Plan. 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.

This role serves as a functional specialist, located in Sofia, Bulgaria and reporting to Head of Client Services, Central Eastern Europe.

• Oversee the implementation of new Visa products the Client purchases by coordinating key Client and Visa teams to expedite implementation readiness activities and steer the client toward getting faster time to value and maximize adoption of deployed products.
• Ensure Client operational goals and success metrics for their overall Visa product landscape are understood.
• Build and sustain a trusted client advocate status with key client stakeholders by proactively executing against forward looking Client Success Plans, in alignment with the Account Team, to track client specific outcomes including a client’s adoption and performance of Visa products purchased.
• Drive and deliver initiatives to improve client adoption of products and use of Visa’s self-service tools.
• Stay current with the latest local market trends, payment processing trends, Visa solutions and technologies to provide a great Client experience and generate new sales leads as solutions to identified client pain points.
• Establish working relationships with Client Services teams and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.
• Close alignment and engagement with sales account teams on driving the objectives and targets for the client, in line with client success outcomes, and ensuring early engagement to secure client’s earliest return on investment
• Develop/ contribute to client education and training materials (including webinars) to communicate new Visa Rules, essential mandates, Visa Business Enhancement Releases and/or upcoming changes to ensure client readiness and service compliance.
• Lead periodic operational reviews with clients and Visa stakeholders at market/ regional or global level (as applicable).
• Act, on an ad-hoc and as needed basis for applicable clients, as the escalation point for managing significant issues and major incident/crisis responses.
• Proactively identify and drive opportunities to optimize client performance by monitoring client performance and liaising with specialist Visa teams as needed.
• As applicable, coordinate with global, 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.
• Delivering Operational Resilience Support - to disseminate approved Corporate Communications’ messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event, coordinating and escalating queries where appropriate (as per agreed Crisis Management Plan).

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

• Experience in a customer success/ customer services role in financial services, payment cards, software or information services industries.
• Excellent verbal, written, presentation and interpersonal skills are required.
• In-depth knowledge of the payment industry (i.e., trends, threats, competitors, regulatory environments)
• 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 environment
• Self-starter able to achieve results as part of an effective team (across countries and time zones) and execute with minimal supervision
• Able to effectively prioritize and multi-task under deadlines
• Good project planning and project management capability and experience is an added advantage
• Experience representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization, including executives, in support of strategic business plans
• Experience using data points to create storyline within the context of client use cases will also be advantageous
• Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise is a strong advantage.
• Fluent in both Bulgarian and English
• Intermediate to expert proficiency in the following skills:

1. Building client relationships - Build credibility and create trust-based relations partner with clients to build their business alongside strong expectation management to encourage clients to leverage all of Visa support tools/ processes and teams
2. Customer centricity - Listen to and prioritize customer needs to drive value realization and build trusted partnerships whilst being confident in their client relationship to set expectations and also hold clients accountable for their adherence to Visa standards and rules
3. Success planning - Build measurable actions plans to help clients achieve their business goals and realize value from their products/solutions driven against the objectives that matter most to the clients
4. Client engagement - Communicate clearly and effectively with clients with relevant data points and within the context of the client’s user stories
5. Proactiveness - Think ahead and take action to prevent issues/ anticipate gains and opportunities for the client, and plan ahead collectively against client’s overall plans and timelines
6. Critical thinking - Take ownership over problems and find creative solutions to complex problems encouraging automation and simplicity of process as far as possible

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.