Sr. Manager Client Success

Job description

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 Role Summary: The Sr. Manager, Client Success is an individual contributor responsible for owning the holistic post-sale Client Services relationship for applicable clients and providing operational solutions in support of growing clients’ business. The Sr. Manager is a trusted client advocate and works proactively with their client portfolio to enable new capabilities, manage geographic expansion, and promote product adoption. 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 key Visa clients to maximize their benefits realization and value from Visa products through optimizing their performance. 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 Abidjan, Cote d'Ivoire and reporting to Senior Director, Client Success West and Central Africa. All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work. Key Responsibilities: Acts as liaison for an assigned client(s) in the Sub-Saharan Africa region with a focus on West and Central Africa, providing proactive identification of processing efficiencies, service change support and system enhancement support. Considered the functional expert for designated clients processing and operational business. Responsible for managing projects or processes through coordinating internal resources to accomplish Visa and client objectives and ensure processing system performance standards are met and that the client perspective is represented within the organization. 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 and settlement, back office processing. Provides client education on payment technology processing and business parameters, as well as other client specific education based on support trends or new service implementations. Stay current with industry and client trends and maintain a strong knowledge of Visa products and services. Represent complex customer change requests, system or operational requirements negotiate and manage expectations internally and externally. Contribute to and manage execution of cluster or sub regional country strategy, operational initiatives, special projects, and client driven continuous improvement plans. Identify and analyze processing issues with client impacts consistently communicate situational status and resolution advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems. Support quarterly business enhancement releases as well as all other Visa mandates and requirements fulfilment. Perform ongoing proactive operational reviews with designated clients. Partner with assigned Account Executives to identify additional business opportunities. Identify opportunities leading to improved processing efficiency as well as increased revenue for both the Client, as well as Visa. Advocate Visa Value added Services (VAS) by identifying opportunities to cross/up sell to the benefit of the client. Establish and extend relations with key internal and external clients contacts to ensure operational business continuity, operational performance improvement and execution of country priorities. Actively contribute to the effectiveness of the Team by supporting and cooperating with colleagues and providing cover during periods of absence. Provide guidance to other employees in job area. Influence others within job sub function regarding practices, procedures, and policies. Work closely with Business Development and Product and Solutions team counterparts to understand sales goals and be able to adopt support to meet organizational objectives. Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager. Qualifications At least 10 years of success in client facing roles in the Card Payments Technology industry. Bachelors degree or equivalent graduate degree, preferably in Computer Science or Information Technology Expert knowledge of Electronic Cards Payment Industry systems, Visa systems including authorization and clearing systems, client connectivity, etc. Has advanced knowledge of payments technology products and services and how these impact clients’ business. Strong customer focus, client support and client relationship management skills Strong abilities in organizational, conceptual, and logical problem solving. Strong execution focus Proven ability to establish productive working relationships with staff and management at all levels. Solid inter-personal skills. Ability to maintain a courteous and professional demeanor in all dealings. Proficiency in Word, Excel, PowerPoint, Outlook, CRM tools. 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.