Manager, Client Success - Data Products
- Full-time
- Job Family Group: Product and Design
Company Description
Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.
When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.
Join Visa: A Network Working for Everyone.
Job Description
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 be 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 managing client relationships and experience with accounts within a data and/or software-as-a-service business.
As a Customer Success Manager (CSM), you will manage 3 areas:
Relationship driven
Partnership with Sales on revenue expansion opportunities with the CSM’s book of business and leveraging all available resources necessary to defeat a competitive threat.
Establishing client relationship and building their loyalty, consulting with the client to define appropriate desired outcomes based on the client’s suite of products and stage in the adoption journey, ensuring the client’s optimal use and solution adoption of products and services, advocating for our mutual best interests, and driving engagement through data insights and other unique VAP assets.
The CSM is the clients’ VAP advocate focused on total client satisfaction, with responsibility to ensure a positive end to end VAP experience. The CSM partners with internal partners to ensure a unified experience and monitors and manages Client Health.
The CSM can manage difficult situations effectively and with the highest standard of integrity. Includes proactively handling issues with transparency and accountability, setting reasonable expectations for the client and de-escalating difficult situations.
Initiative leadership
Work closely with internal team to relay customer needs, pain points, and experiences to drive product strategy, roadmap, and prioritization
Lead various initiatives that achieves business unit growth.
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
Operational contributions
The CSM coordinates and collaborates, within a highly matrixed global organization, including Sales, operational, service and product management partners to drive issues to closure, oversee completion of complex projects, improve efficiency and quality of end to end experience, and influence the product roadmap to enhance the overall client experience and deliver on the client’s success milestones
Execution of contract renewal – Internal coordination with all VAP partners to deliver a smooth renewal process for the client.
Track and analyze new KPIs that can drive success across the organization, and adjust operational processes to hit these new KPIs
Work with Marketing to contribute to customer engagement.
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.
Qualifications
5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD
Preferred Qualifications
6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
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.
Additional Information
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
Mental/Physical Requirements: 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.
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.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 104,600.00.00 to 136,000.00 USD, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
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