Analyst, 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

The Client Success team is responsible for providing operational assistance to a large and diverse number of Visa clients. The team is responsible for helping clients resolve issues and drive improvement opportunities to completion.

The Analyst, Client Success is an individual contributor responsible for managing the operational relationship for applicable clients and providing operational support and assistance in growing clients’ business. This role serves as a functional specialist, located in Tokyo, Japan and reporting to Director.

This role will provide the opportunity to shape how Visa leads the management of a significant group of its growth clients through support and input into the automated tools, capabilities and processes that enhance the client experience. 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, efficient, and consultative operational support aligned to business objectives.

Responsibilities include:

• Support client implementation of new Visa products the client purchases by coordinating with key client and Visa teams to expedite the implementation readiness activities and steer the client toward getting faster time to value and maximize adoption of deployed products.
• Act as a primary point of contact for providing day-to-day operational support to clients
• Ensure prompt and accurate resolution of client inquiries, always acting as a client advocate, deploying outbound and proactive client engagement when appropriate.
• Support the design and delivery of initiatives to improve client adoption and use of Visa’s self-service tools.
• Stay current with the latest Visa solutions and technologies to provide a good client experience.
• Establish working relationships with Client Services and other cross-functional subject matter experts to orchestrate consultation to resolve client issues and optimize client performance.
• Understand key market/enterprise initiatives and clients to support the delivery and ensure readiness

Why this is important to Visa

Client Success is a critical role in Visa. We are the subject-matter-experts to deliver best-in-class client services from operational perspective. This role will provide the opportunity for you to be Visa’s advocate as well as the voice of the clients.

This role will also be involved in Value Addes Services (VAS) related activities and support business functions as well as other Client Services’ functions when necessary, to improve and optimize Visa’s services qualities and support Visa’s multi-year strategy.

This enables us to deepen our partnership with our clients and bring value to their business.

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 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

What do you need:

• Experience in a client support or client relationship management role that involved managing client expectations and in the financial services, payment, software, or information services industries
• 5+ years of experience in client/customer service in financial, payments or information technology or 5+ years knowledge on payment system services is required. At least 3 years of knowledge on Visa / Payment processing is strongly preferred.
• Has used data to develop business solutions and provide sound analysis
• Ability to communicate complex technical terms and/or processes in business language tailored to client
• Excellent verbal, written presentation skills, including strong oral and written capabilities in both Japanese and English
• Self-starter able to achieve results as part of an effective team (across countries and time zones)
• Able to effectively prioritize and multi-task under deadlines
• Experience using standard Microsoft Office tools (e.g., Excel, PowerPoint, Word)
• Basic proficiency in the following skills:
• Building client relationships: Build credibility and create trust-based relations; partner with clients to build their business
• Becoming customer centric: Listen to and prioritize customer needs to drive value realization and build trusted partnerships
• Success planning: Build measurable actions plans to help clients achieve their business goals and realize value from their products/solutions
• Client engagement: Communicate clearly and effectively with clients
• Proactiveness: Think ahead and take action
• Critical thinking: Take ownership over problems and find creative solutions to complex problems

Additional Information

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.