Specialist Client Success Manager (Technical Account Management), Reading
This role is a client-facing, individual contributor position serving as a Visa Acceptance Solution (Cybersource) subject matter expert. The S-CSM enables new client technical capabilities, promotes product adoption, and optimizes client performance. It requires a high level of technical proficiency to support clients with complex problems and optimization opportunities. The individual should have a keen insight into Visa's product offerings, best practices, and collaborate deeply with leadership across functions such as Client Services, Sales, and Product.
This position offers an exciting opportunity to be at the forefront of Visa’s Client Success transformation by partnering closely with key clients to maximize their benefits and value from Visa products through performance optimization. Working with Account Team members from Client Services, Sales, and Product, you will proactively drive Client Success outcomes aligned with Visa’s business objectives as outlined in the Sales Account Plan. The role also involves defining and deploying client support and service implementation strategies, including automated tools, to enhance the client experience and create value for our clients.
This is a hybrid role based in the UK, reporting to the Manager of the S-CSM team. The team is located in Reading, and the portfolio includes 12 to 15 Enterprise clients. Employees are expected to work from the office three days a week (currently Tuesday, Wednesday, and Thursday).
Responsibilities include:
1. Oversee implementation of new Visa products purchased by clients, coordinating with client and Visa teams to expedite readiness activities and maximize product adoption.
2. Ensure clients understand operational goals and success metrics for their Visa Acceptance Solution landscape.
3. Build and maintain trusted partnerships with internal Account Teams by aligning on relationship strategies and executing Client Success Plans.
4. Drive initiatives to improve client adoption of Visa Acceptance Solution products and self-service tools.
5. Stay current with payment processing trends, Visa solutions, and technologies to enhance client experience and identify new sales opportunities.
6. Maintain strong relationships with Client Services and cross-functional teams to provide expertise and optimize client performance.
7. Leverage insights into local markets and client needs to continually improve the client experience.
8. Support quarterly business reviews with clients and Visa stakeholders, tracking progress against product metrics.
9. Identify and drive opportunities to optimize client performance by monitoring client health and collaborating with Visa teams.
10. Promote operational excellence by leading complex, cross-functional initiatives and implementing automated solutions for efficiency.
Qualifications:
* Technical proficiency in APIs (REST, SOAP), programming, or markup languages.
* Ability to communicate complex technical concepts in business language suitable for clients.
* Self-starter with the ability to achieve results within a team across countries and time zones.
* Effective prioritization and multitasking under deadlines.
* Experience presenting technical and business solutions to varied organizational levels, including executives.
* In-depth knowledge of the payment industry, including trends, threats, competitors, and regulations.
* Certifications in Client/Customer Success, project management, or related fields are preferred.
* Intermediate skills in building client relationships, customer-centricity, success planning, client engagement, proactiveness, critical thinking, and technical skills.
* Proficiency in additional European languages is a plus.
Additional Information:
Visa is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status. Visa also considers qualified applicants with criminal histories, in accordance with EEOC guidelines and local laws.
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