The Client Success Manager at Visa Acceptance Platform provides high-quality technical, service, and project support to our partners and clients, demonstrating technical knowledge of Visa Acceptance products and services. The Client Success Manager will be responsible for taking a proactive approach with an assigned list of high-profile clients to ensure they are receiving the most comprehensive support possible. This role supports the full breadth of our suite of payment processing and risk management products and services, tailoring the product information to the merchants they support.
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Responsibilities
- Partnership with the Account Executive team, identifying Visa products and solutions that can help address client operational challenges.
- Deliver both ad-hoc and proactive Technical Support to an assigned portfolio of Visa Acceptance Platform / CyberSource'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 CyberSource’s 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 the 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 vertical and develop strategies where CyberSource 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 CyberSource products and services and the vertical.
- Advocate and drive product enhancement requests with our cross-functional teams.
- Achieve and maintain CYBS product/process knowledge expert status.
- Own and maintain Service Delivery Plan for each client.
- Suggest and drive process improvements within the team.
Work Conditions
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.
Qualifications
- Foundational knowledge of payments processing, high level of professionalism, leadership, and interpersonal skills to manage relationships with a variety of internal and client stakeholders.
- E-commerce acquiring background and Technical Acumen.
- 3-5 years payments experience with university degree or equivalent 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.
- Arabic Speaker preferred.
- Must demonstrate strong complex problem-solving capabilities.
