Specialized Client Success Manager

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.

• Deliver both ad-hoc and proactive Technical Support to an assigned portfolio of Visa Acceptance platform's key customer base, including troubleshooting and resolution, through phone calls, emails and face-to-face meetings.
• Liaise with clients alongside the commercial Account Manager, representing VISA products and services from both a technical and software integration perspective.
• Manage technical communications with the client’s technical team, project team, customer services team and senior executives.
• Proactively resolve business & technical problems.
• Manage new merchant implementations and provide consultative payment guidance to client base
• Manage technical escalation and issue management with global front-line support teams.
• Meet with existing clients for regular and ad-hoc service related reviews.
• Understand the clients’ core business and verticals and develop strategies where VISA can add value.
• Project-manage larger customer engagements involving internal development teams or third party developers.
• Enter case information into the CRM to ensure appropriate resolution management
• Offer best practice advice on VISA Acceptance Platform products and services and the vertical.
• Advocate and drive product enhancement requests with our cross-functional teams
• Suggest and drive process improvement within the team

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager. 

• Technical Acumen
• 3-5 years experience (university degree with payments or banking experience)
• Well demonstrated Technical Support or Account Management experience
• Able to skillfully prioritize and manage concurrent projects and issues.
• Excellent written and verbal communication skills
• Experience in working with cross-functional/cross-departmental and virtual teams
• Programming language knowledge and Card-not-present (e-commerce or payment gateway) experience is strongly preferred.
• Self-starter with strong organization and resolution management skills
• Must work well as a part of a team
• Must demonstrate strong complex problem-solving capabilities
• Fluent in English and French

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.