Senior Consultant, Client Success Manager

6 days ago

Ho Chi Minh City, Vietnam Visa Full time

**Company Description**
Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose - to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.
**Job Description** Team Summary**

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to support client implementation of Visa products and services globally, Client Services is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools.
We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

**What a Senior Manager, Client Success does at Visa**

You will be supporting the Vietnam and Laos team in leading Client Services operational as well as processing engagements. The role will be based in Ho Chi Minh City, Vietnam and it requires you to
- Lead complex cross regional or cross functional client service delivery initiatives and work towards achieving client and key stakeholder acceptance of deliverables.
- Understand key market and enterprise initiatives and be the consultant to the country team as well as clients to support the delivery and ensure readiness
- Ability to support and resolve critical issues. Resolving such issues require in-depth experience, crisis management abilities coupled with critical decision-making aptitude which is expected for this role
- Provide insight and input within cross functional Visa organizations for new or changing products and services which may impact their clients, including Visa rules, integrated billing, and transaction research.
- Provide technical expertise to clients to structure effective programs.
- Coordinate directly with client to understand card program set up requirements and facilitate new card program installations, conversions, and maintenance requests without client impact.
- Report client project accomplishments and deliverables to management.
- Serve as an escalation point for complex issues encountered by country team members.
- Manage non-routine, complex processing and change requests, as well as tactical and strategic client initiatives.
- Proactively partner with assigned Account Executives to identify additional business opportunities, drive value-added services, and implement recommendations to increase service quality, revenue and efficiency.
- Build and enhances positive working relationships with key Visa client institutions, processors, and internal stakeholders.
- Act as liaison for the client provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
- Coordinate internal resources to accomplish Visa and client objectives and ensure processing system performance standards are met and that the client perspective is represented within the organization.
- Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing and settlement, back-office processing).
- Stay current with industry and client trends and maintain a strong knowledge of Visa products and services.
- Represent complex customer change requests, system or operational requirements negotiate and manage expectations internally and externally.
- Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans.
- Support biannual business enhancements and all Visa mandates.
- Identify and analyze processing issues with client.
- Consistently communicate situational status and resolution advise on SLA performance both internally and externally as well as develop improvement plans to address chronic client problems.
- Requires the ability to collaborate closely with the country team to supplement client relationship building and form key relationships at high management level of banks, fintech companies and startups
- Ability to present key aspects of Visa operations with authority to the government stakeholders
- Provide handhol

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