Director, Client Success (Digital Partners)

Job Description
Global Client Support Services works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support and customer performance reporting.
Job Scope
This rolewill be an individual contributor role of an individual who will manage a portfolio of strategic digital partners accounts. The person who assumes the role must understand the nuances and differences associated this segment of clients who have well beyond the typical needs associated with the standard 4-party model of clients. This person will provide strategic operations support for their clients, making recommendations for how to help those clients achieve their strategic imperatives as well as applying independent judgment in resolving issues.Visa is looking at a strong candidate for this position.
Responsibilities
Lead complex cross regional or cross functionalcustomer service delivery initiatives and work towards achieving clientand key stakeholder acceptance of deliverables.
Provide insight and input within cross functional Visaorganizations for new or changing products and services which may impacttheir clients, including Visa rules, integrated billing, and transaction research.
Consult with client institutions and provide technicalexpertise to structure effective programs.
Coordinate directly with client to understand cardprogram set up requirements and facilitate new card program installations,conversions and maintenance requests without client impact.
Report customer project accomplishments anddeliverables to management.
Serve as an escalation point for complex issuesencountered by team members.
Act as a mentor and train peer team members.
Manage non-routine, complex processing and changerequests, as well as tactical and strategic client initiatives.
Proactively identify operational opportunities andimplement recommendations to increase service quality, revenue and efficiency.
Build and enhances positive working relationships withkey Visa client institutions, processors and internal stakeholders.
Act as liaison for the client, provide problemmanagement, proactive identification of processing efficiencies, servicechange support and system enhancement support.
Coordinate internal resources to accomplish Visa andclient objectives, and ensure processing system performance standards aremet and that the client perspective is represented within theorganization.
Provide proactive planning and operational support toensure that both the client and Visa are operating in the most effectiveand cost-efficient manner while managing costs and increasing overalltransaction performance (including authorization, clearing &
Settlement, back office processing).
Stay current with industry and client trends andmaintain a strong knowledge of Visa products and services.
Represent complex customer change requests, system oroperational requirements, negotiate and manage expectations internally andexternally.
Develop and manage strategic planning, operationalinitiatives, special projects and client-driven continuous improvementplans.
Identify and analyze processing issues with clientimpacts, consistently communicate situational status and resolution,advise on SLA performance both internally and externally and developimprovement plans to address chronic client problems.
Support biannual business enhancements and all Visamandates.
Partner with assigned Account Executives to identifyadditional business opportunities.
Perform ongoing proactive operational reviews toinclude billing and transaction processing.
Responsible for own work-flow assignments and must beable to take the initiative to resolve problems and meet deadlines.
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.