About Us Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.
Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.
Job Description
The Specialist Client Success Manager (sCSM) is an analyst level role that is client facing. You will be an individual contributor serving as a Visa Acceptance Solution and Cybersource subject matter expert. The role is widely recognised within the payments industry as a Technical Account Manager (TAM).
The sCSM enables new client technical capabilities, promotes product adoption and optimizes client performance. The role requires a high level of technical proficiency to succeed by supporting clients with complex problems and optimization opportunities. The individual is expected to have a keen insight into Cybersource's product offerings, best practices, and calls for deep collaboration and partnership with leadership across functions (e.g., Client Services, Sales, Product).
This role is an exciting opportunity to be at the forefront of Visa’s Client Success transformation by partnering closely with key Visa clients to maximize their benefits realisation and value from Visa Acceptance Solution products through optimizing their performance. Working in conjunction with Account Team members from Client Services, 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 technical specialist, based in the Madrid office and reporting to the Sr Manager of the sCSM team. sCSM portfolio size consists of 12 to 14 Enterprise clients.
Responsibilities include:
- Oversee implementation of new Visa Acceptance Solution products (predominantly Cybersource) purchased by Clients by coordinating key Client and Visa teams to expedite implementation readiness activities and steer Client toward faster time to value and maximized adoption of deployed products
- Ensure Client operational goals and success metrics for their Visa Acceptance Solution product landscape is understood
- Foster and sustain trusted partnerships with internal Account Team members by aligning on the forward-looking relationship strategy and optimization opportunities and executing against Client Success Plans
- Drive and deliver initiatives to improve client adoption of Visa Acceptance Solution products and use of Visa’s self-service tools
- Stay current with the latest payment processing trends, Visa solutions and technologies to provide a good Client experience and generate new sales leads as solutions to identified client pain points
- Maintain strong relationships with Client Services and other cross-functional teams within Visa to deliver subject matter expertise consultation as needed to optimize client performance
- Provide Visa Acceptance Solution (Cybersource) subject matter expertise and consultation to our clients by leveraging insights and understanding of their local market(s) and product needs to continually enhance the Client experience
- Support Quarterly Business Reviews (QBRs) with Clients and Visa stakeholders, incorporating input, comparison and client progress against product metrics
- Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed
- Advocate for Clients through strong operational excellence by driving complicated and cross-functional initiatives in support of Client goals and incorporating automated solutions to achieve efficiency and productivity operational improvements
This is a hybrid position. This requires 3 days per week attendance in the office. Expectation of days in the office will be confirmed by your Hiring Manager
Qualifications
- Technically proficient in APIs (REST, SOAP), programming languages, or markup languages
- Able to communicate complex technical terms and/or processes in business language tailored to client
- Self-starter able to achieve results as part of an effective team (across countries and time zones)
- Able to effectively prioritize and multi-task under deadlines
- 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
- In-depth knowledge of the payment industry (trends, threats, competitors, regulatory environments)
- Certifications or qualifications in Client or Customer Success, project management or related areas of practice and expertise
- Fluent in English and Spanish
Intermediate proficiency in the following skills:
- 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
- Technical skills – Continuous acquisition, application, and refinement of technical skills relevant to the role and payments
- Proficiency in additional European language is a plus
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.