As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
Reporting to the Director of Client Success, Global Data Products, you will be an integral part of Visa's Data Products team, helping bridge client needs with relevant and impactful data products and solutions. You will managing a set of customer accounts to drive adoption, active usage and measure KPIs to track success. The ideal candidate will have 3+ years of previous experience growing top performing customer success and experience accounts within a data and/or software-as-a-service business.
As a Customer Success Manager, you will:
Design and implement best practices for building long-term strategic relationships with our customers
Influence and educate customers to align them on best practices. Identify ways to optimize each step in the customer lifecycle and drive engagement
Ensure all customers have a clearly defined value proposition and are measuring benefits
Track and analyze new KPIs that can drive success across the organization, and adjust operational processes to hit these new KPIs
Promote a customer-centric mindset
Actively work on renewing and expanding customer contracts
Work closely with internal team to relay customer needs, pain points, and experiences to drive product strategy, roadmap, and prioritization
Work with Marketing to contribute to customer reference program
Have a high standard for excellence and feel a great sense of satisfaction when customers are successful
Successful at retaining and growing client contracts
Naturally possess a high level of empathy and play close attention to the needs of customers
Are technically capable and can converse effectively with technical customers and internal teams
Address product-related questions and technical challenges and improve product feature offerings by providing partner feedback to internal cross-functional teams.
Facilitate client sessions that would lead to better client engagement and identify
BA/BS degree in Information Technology, Computer Science or a related technical field, or equivalent practical experience in conjunction with a less technical BA/BS
3+ years of related work experience
Strong data analysis. Micro strategy and Tableau hands on experience is a plus.
Problem-solving, organizational, analytical, and critical thinking skills
Excellent communication, organization, and project management skills
Experience at a SaaS company is preferred, but not required
Financial industry experience is a large plus
Work Hours: Incumbent must make themselves available during core business hours
This position requires the incumbent to travel for work 20% of the time
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, and reach with hands and arms.
EEO Statement: 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.