Senior Client Success Manager
Heartbeat HealthSalary not specified
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Payments, Financial Technology, FinTechIndustries
Requirements
- Experience in the financial services, payments, software, or information services industry
- Expert level knowledge of Visa’s systems including authorization and clearing systems, disputes, rules, and processing platforms (preferred)
- Strong relationship management, strategic thinking, and problem solving skills
- Strong understanding of the industry and clients' processing and operational businesses
- Proven track record for making sound business decisions, setting direction, and managing short and long-term goals
- Proficient in performing analysis and drawing conclusions from written or computer generated material and from observed trends
- Ability to set priorities and manage customer expectations (internal and external), working both as part of a team and independently
- Capable of developing and managing short and long-term plans, adapting as the industry or environment changes
- Excellent inter-personal skills and proven ability to build and maintain highly satisfied customer relationships
- Proven abilities in organizational, conceptual, and logical problem solving
- Excellent time management, organization, and planning skills
- Excellent verbal, written, and interpersonal skills
Responsibilities
- Manage all day-to-day operational and tactical activities for several of Visa's Global clients, ensuring seamless service delivery and issue resolution
- Own intake, triage, prioritization, and closure of a high volume of client work items/cases across multiple channels (email, web, calls)
- Collaborate with internal stakeholders to drive timely resolutions
- Facilitate and lead client–internal SME calls and incident bridges, set agendas, document minutes and action items, track ownership, and follow through to closure
- Monitor and meet SLAs for response and resolution, proactively escalate risks, blockers, and aging items to leadership and clients with clear mitigation plans
- Perform root cause analysis on recurring issues, develop corrective actions, runbooks, and knowledge-base articles to prevent reoccurrence
- Drive continuous improvement initiatives to reduce resolution time
Skills
Client Resolution
Issue Triage
Stakeholder Collaboration
SLA Management
Incident Management
Case Management
Email Support
Phone Support
Web Support
Problem Solving
Visa
Global digital payment network provider
About Visa
Visa operates a global digital payment network that facilitates electronic payments for millions of people daily. The company connects consumers, businesses, financial institutions, and governments, allowing them to make transactions using Visa cards. Each time a card is used, Visa earns money through transaction, service, and data processing fees. Unlike many competitors, Visa focuses on expanding access to financial services for underserved communities and supporting local economies. The company's goal is to promote financial inclusivity and drive sustainable commerce, ensuring that more people can participate in the global economy.
San Francisco, CaliforniaHeadquarters
1958Year Founded
$55.8MTotal Funding
ANGEL_INDIVIDUALCompany Stage
Fintech, Financial ServicesIndustries
10,001+Employees
Benefits
Health Insurance.
Life Insurance.
Dental Insurance.
Disability Insurance.
Accidental Death & Dismemberment Insurance.
Risks
CBDCs could reduce reliance on Visa's payment network.
'Buy Now, Pay Later' services may decrease traditional credit card transactions.
Fintech startups offering zero-fee transactions could pressure Visa's revenue model.
Differentiation
Visa operates a global digital payment network connecting millions daily.
The company focuses on financial inclusivity and sustainability in its operations.
Visa collaborates with central banks on Central Bank Digital Currencies (CBDCs).
Upsides
Visa's partnership with fintechs enhances cross-border payment solutions.
Adoption of blockchain technology could revolutionize digital payments.
AI-driven fraud detection systems are reducing fraudulent activities.
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