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Senior Director, Client Success

AT Visa
Visa

Senior Director, Client Success

Paris, France

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

  • Active participant on the FBL Leadership Team, representing all Client Services functions to Country Managers and Regional Managing Directors focused on delivering excellent client experience and optimizing client performance on all post sales topics in alignment with defined Client Services and the market and cluster OKRs and scorecards.
  • Manages vertical and horizontal matrixed reporting across multiple teams (including other people managers, Director and below level), in order to direct the execution of operational plans and strategies, established by sub-functional leadership priorities and scorecard objectives
  • Focus is on mid to long term operational plans for the team, market closely aligned with the RMD strategy (e.g., 3 to 5 years)
  • Independently develops and maintains strong relationships with key Visa cross functional stakeholders, positioning Client Success as the accountable team for all post-sale and pre-renewal activities. The cluster leader must the continuous advocate of the Visa CSM transformation effectively illustrating alignment to the Visa Sales 2.0 strategy.
  • Effectively and consistently holds cross-functional stakeholders within Client Services (e.g., Onboarding and Implementation teams) accountable for delivering a best in-class client experience across each stage of client service journey, by actively and frequently highlighting gaps and pain points with proposed suggestions for an improved client experience ‘all round’, without the issue recurring and communicate with and influence executive leadership
  • Responsible for managing medium to large sized projects or processes and providing direct leadership and steer and guidance to other employees across the CS functions (in market, cluster, Hub) as relevant for the requirements, and managing communication and updates to all relevant senior stakeholders
  • Streamlines key strategic initiatives relating to Visa's Client Success transformation, with the aim of inspiring direct reports to enact key changes in support of the future state vision.
  • Influences others within and outside Client Success functions which are not restricted to own cluster and market (within Client Services and across Visa business and product and technology functions) regarding practices, procedures and policies
  • Provides thought leadership on latest global payments trends, Visa solutions, and competitive insights to provide a world-class client experience.
  • Fosters relationships with senior management client stakeholders by appropriately advising clients on key actions to prioritize to maximize value realization through regular engagements with a selected set of clients, and in presentations at client forums.
  • Acts as the central escalation point, providing support to direct reports during major incident and crisis responses as needed, and act as the main escalation point on all client services and operational topics to RMD and CMs, ensuring regular executive level updates on status through the process to client, business and CS senior management
  • Holds direct reports accountable for their development in line with the Visa Leadership Principles and Rewards and Recognition programs, including Quarterly and Annual Reviews, as well as during regular 1 to 1 meetings to monitor progress on OKRs and goals.
  • Effectively, actively and continuously coaches, reviews and delegates to lower level professionals (Direct and Matrixed reporting lines) to achieve the high impact outcomes for clients and Visa
  • Owns the expense budget for FBL as well as the revenue targets and the tracking of OKRs based on the multi-year Client Success transformation.

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Be available for international travel about 20% of the time due to the global footprint of clients, direct reports and team members

Qualifications

  • Expert professional individual contributor with demonstrative expertise in payment systems, including authorization and clearing systems, client connectivity, and settlement services across traditional and non-traditional payment providers and client types.
  • Demonstrated expertise at strategically solving complex global cross-functional issues, evidenced by the exercise of critical thinking and sound judgement, and effectively managing executive level communication as relevant (Internal and external)
  • Illustrated skills and experience in business and sales processes within a B2B sales organization is highly advantageous (as an individual contributor or manager with sales targets)
  • Demonstrated ability to build and maintain outstanding business relationships with internal and external stakeholders at senior and executive management levels.
  • Outstanding ability to strategically steer cross functional teams through high-impact, unprecedented, complex business issues.
  • Demonstrated expertise of AI concepts and applications, and how they can be leveraged to create value for Visa and its clients.
  • Demonstrated expertise of leading and managing a team of technical and professional services professionals (including people managers in a direct and matrixed reporting line)
  • Fluent French and English is required 
  • Managing critical incidents and crisis - Executive updates to internal and external stakeholders 
  • Expert proficiency in the following skills:
  1. Building client relationships. Build credibility and create trust based relations and partner with clients to build their business
  2. Becoming customer centric. Listen to and prioritize customer needs to drive value realization and build trusted partnerships
  3. Success planning. Support their teams to build measurable actions plans to help clients achieve their business goals and realize value from their products and solutions by facilitating Client Success Planning workshops with senior client stakeholders at global and key clients to agree KPIs aligned to the client’s priorities (when appropriate to guide and coach team)
  4. Client engagement. Communicate clearly and effectively with clients including managing difficult discussions to support clients towards adherence of visa rules and compliance requirements
  5. Proactiveness. Think ahead and take action
  6. 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.

Client-provided location(s): Paris, France
Job ID: 7fea594e-1840-424f-8f5a-4d0599f0c89e
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Long-Term Disability
    • HSA With Employer Contribution
    • On-Site Gym
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Health Reimbursement Account
    • Mental Health Benefits
    • Virtual Fitness Classes
    • HSA
  • Parental Benefits

    • Fertility Benefits
    • Family Support Resources
    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
    • Company Outings
    • On-Site Cafeteria
    • Holiday Events
    • Happy Hours
    • Casual Dress
  • Vacation and Time Off

    • Paid Holidays
    • Paid Vacation
    • Volunteer Time Off
    • Summer Fridays
    • Leave of Absence
    • Personal/Sick Days
  • Financial and Retirement

    • 401(K)
    • Relocation Assistance
    • Performance Bonus
    • Stock Purchase Program
    • Company Equity
    • 401(K) With Company Matching
    • Financial Counseling
  • Professional Development

    • Shadowing Opportunities
    • Access to Online Courses
    • Promote From Within
    • Learning and Development Stipend
    • Tuition Reimbursement
    • Mentor Program
    • Leadership Training Program
    • Associate or Rotational Training Program
    • Lunch and Learns
    • Internship Program
    • Professional Coaching
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program
    • Employee Resource Groups (ERG)