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Director, Client Success

Visa

Posted on: 22 Mar 2024

Job Location: Atlanta, US

Job Description:

Company Description

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.

Job Description

NA Client Success works with global acquirers, processors, GSPs and merchants headquartered in North America to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, operational account planning, back-office support, and customer performance reporting.

The Director, Client Success, is an individual contributor responsible for supporting JP Morgan Chase. This role requires knowledge of industry best practices, client-facing technical consulting experience, a mastery of Visa DPS services and product offerings, and calls for deep collaboration and partnership with cross-functional leadership across Client Services, Sales, Product, and Technology. The candidate must demonstrate payments industry knowledge and knowledge of Visas capabilities to solve complex problems and take a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.

The role requires a keen insight into Visa and Visa DPS product offerings, best practices, and calls for deep collaboration and partnership with business leadership across Client Success, Sales, Product, and other internal stakeholders.

Lead the planning and execution of Visa's quarterly business enhancements for JP Morgan Chase, ensuring alignment with the client's business objectives and Visa's network standards.
Manage the communication and coordination with internal and external stakeholders, including Visa's product, technology, operations, risk, and legal teams, as well as JP Morgan Chase's business, technology, and compliance teams.
Monitor and report on the progress, quality, and performance of the quarterly business enhancements, identifying and resolving any issues or risks that may arise.
Provide guidance and support to the Visa and JP Morgan Chase teams on the best practices, policies, and procedures for implementing and testing new software code in the payment network.
Evaluate the impact and value of the quarterly business enhancements for JP Morgan Chase, providing feedback and recommendations for future improvements.
Building and maintaining relationships with Senior Management, Product, Sales, Account Management, and Client Success.
Independently formulating decisions that may have significant operating and financial impact to Visa initiatives, reputation, and clients.
Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back-office processing).
Stay current with industry and client trends and maintain a strong knowledge of Visa and Visa DPS products and services.
Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy.
Establish and foster relationships with client and internal stakeholders at all levels of staff, senior and executive management.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications

10 or more years of work experience with a Bachelor's Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD

Preferred Qualifications

12 or more years of work experience with a Bachelor's Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
8 years of successful experience in with Client facing accountability in the Payments industry
Demonstrated strategic ability to solve complex global cross-functional issues exercising critical thinking and sound judgment
Functional experience in bankcard operations, supporting highly complex clients and/or services
Demonstrated ability to strategically lead cross functional teams through high impact complex business issues that do not have precedent
Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at senior and executive management levels
Working knowledge of payment systems including authorization & clearing systems, client connectivity, and settlement services
In-depth knowledge of payments network and processing services
In-depth knowledge of Client business drivers for their operations and processing businesses
Transaction processing
Excellent knowledge of key technical specialties supported
Demonstrated experience with technical and/or sales account management
Demonstrated success with clients through strategic and consultative approach leveraging analytical tools and processes
Leader and thought partner on cross-functional crisis management team as needed, often through crisis that has no precedent
Oversees the development of strategies and programs and action plans, aligning efforts of the Client Support organization with other key Visa stakeholders
Establish and fosters relationships with Client and internal stakeholders at all levels of staff and senior management
Develops and ensures execution of support strategies to support Client Sales in sales efforts, setting service standards as required for the implementation and support of market specific products and services

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 124,900 to 181,100 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.

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