Director, Client Success

What a Director of Client Success does at Visa:

As a Director of Client Success based in Thailand, you will be the Client Service (CS) and operational expert for Thailand, lead CS engagements for Visa clients in the areas of operations and CS specific value- added services, serve as an operational/technical consultant for domestic processing in Thailand and be the key contact for NITMX, the Visa local switch service provider. This position requires execution, analytical skills, technical knowledge, problem resolution, relationship management abilities with clients and internal stakeholders and the role works independently.

The Director is the face of Visa’s support organization to Visa’s clients and represent these clients internally to business, product and technology teams. You will need strong collaborative mindset, technical aptitude along with executive level communications skills.

In this role, you are expected to:

• Act as the Client Success Lead for Thailand and be the operational &, technical expert to clients, NITMX, TPN and business teams to support cross-functional and in-country initiative deliveries.

• Oversee overall operational relationship, coordinate support and escalation efforts with other Visa teams to ensure all inquiries and operational issues for clients, ITMX and TPN are properly addressed.

• Partner with Account Executives to identify, capture and deliver value-added services opportunities specific to CS.

• Maintain relationship with internal stakeholders and clients to understand market needs, trends, and gain insight on delta needed to enhance support approach for Visa clients.

• Stay abreast of new rules, products and services, industry and technology trends to be able to support Visa strategic goals, client, ITMX and TPN initiatives.

• Advocate on behalf of clients to internal stakeholders including CS, AE, Product, MS&A, Risk and Legal for expedited resolution and implementation of solutions achieving highest possible degree of client satisfaction with a view on enhancing the client’s Visa experience.

• Establish and foster relationships with clients and internal stakeholders at all levels of staff and senior management.

• Coordinate with other Visa teams to execute the resolution and implementation of solutions to ensure that all Visa products and services operate at the highest level of performance.

• Have a proven track record for making sound business decisions, setting direction and managing both short and long-term goals, achieving high quality operational results and customer commitment.

• Have ability to set priorities, manage customer expectations (internal and external), and work both as part of a team and independently.

• Formulate short and long-term plans and can change both as the industry or environment changes.

• Have excellent inter-personal skills and a proven ability to build and maintain highly satisfied customer relationships.

• Be self-starter with organizational, conceptual, and logical problem-solving skills.

• Identify additional business opportunities for clients, drive value-added services and new payment flows to increase service quality & revenue.

• Deliver support for Visa’s biannual business enhancements and Visa mandates.

• Assist in incident management, identify problems and client impacts, communicate ongoing situation status and resolution.

Requirements

What you will need:

We are looking to hire candidates who have already accumulated a variety of experience, you will be curious about the payments industry, results-driven and client-centric. As a candidate, you should have/be:

• Bachelor’s Degree or equivalent experience.
• 12 years progressive experience in a customer support role in financial services, payment card, software or information services is required.
• Analytical and business mindset with an ability to question status-quo and generate innovative ideas.
• Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
• Excellent time management, organization, and planning skills.
• Ability to comprehend and translate complex technical issues and apply to business solutions.
• Able to set priorities, influence others, and manage customer expectations.
• Demonstrate success in customer relationship management.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
• Excellent time management, project management, organization, and planning skills.
• Communications skills, verbal, written and presentation in English.

What will also help:

• Working knowledge of Visa systems including authorization and clearing systems, dispute cycle and process, client connectivity, Visa Settlement Service
• Demonstrated, detailed knowledge of the full breadth of systems, products and services offered by Visa
• Demonstrate success in client relationship management