Associate, Client Success

**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**

The Client Services team 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, successful deployment and support of Visa products and services, enabling our client facing teams to deliver and scale new products, services, and initiatives into the market.

We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

**What an Associate does at Visa**:
The Asia Pacific (AP) Shared Services Client Success Management team provide knowledge and expertise on market technology and infrastructure for Visa issuers, acquirers, processors, fintech and merchants.

The Shared Services Client Success Management Associate is responsible to manage post-sale and operational relationships for a significant group of Visa’s growth clients by overseeing onboarding and implementation processes, maximizing adoption of deployed products, driving Client Success outcomes, and optimizing client performance. This position is at an intermediate level and requires execution, analytical skills, and solid client relationship abilities.

In this role, you are expected to:

- Manage operational support and fulfilling service needs of moderate complexity for Tier 3 clients. This includes respond to inbound client queries as well as outbound proactive client engagement.
- Play a critical role in working with the client to identify operational efficiencies, manage assignments such as client initiative or change requests that are diverse in scope, and search out appropriate courses of action.
- Act as liaison for the client to provide technical expertise to structure effective program or solutions, service change support and system enhancement support.
- Develop communications and manage communications end-to-end, distributing to clients and governing responses.
- Deliver and support biannual business enhancements and all Visa mandates.
- Manage incident management - identify and analyze processing problems and identify customer impacts to provide report as appropriate
- Be accountable and serve as an escalation point for high impact or complex issues encountered by L1, L2, and L3 support team or country team.
- 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.
- Partner with Account Executives to identify additional business opportunities for clients, drive value-added services and new payment flows to increase service quality and revenue.
- Stay current with industry and client trends and maintain a working knowledge of Visa products and services.
- Collaborate with key stakeholders to drive ‘first-contact resolution by achieving scale, consistency, and automation for clients.

**Why this is important to Visa**

The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visa’s strategy. This involves delivering effective, efficiency and consultative support aligned to business objectives and critically, establishes and fosters working relationships with Visa’s clients as well as internal stakeholders across all levels of staff and management, ensuring the Client Services team are regarded as operational partners and able to effectively represent client needs.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
**Qualifications** What you will need**:

- Bachelor’s Degree or equivalent qualification
- Minimum 1 years of experience in a customer support role in software, financial or information services, or with at least 1 years knowledge on payment systems services is a plus
- Familiarity with automation and process improvement methodologies is a plus
- Working knowledge of Microsoft Office
- Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit and proven abilities in organizational, conceptual, and logical problem solving
- Customer focus with proven abili