The Shared Client Success team is responsible for providing operational assistance to a large and diverse number of Visa clients in Europe. The team is responsible for helping clients resolve operational queries and drive improvement opportunities to completion.
The Analyst, Client Success is an individual contributor responsible for managing the operational relationship for a large number of European clients and providing both, reactive operational support and proactively assistance in growing clients’ business. This role serves as a functional specialist, located in Warsaw and reporting to Head of Shared Client Success, Europe.
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 at scale. 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:
- Establish working relationships within broader Client Services department and cross-functional experts to resolve operational client queries, optimize performance, and support pre-sales activities as needed
- Ensure prompt and accurate resolution of operational client inquiries via a shared queue, acting as a client advocate through proactive engagement, and serve as an escalation point for significant client issues
- Coordinate with clients and Visa teams to expedite the implementation of new Visa products, expedite the implementation readiness activities and steer the client toward getting faster time to value and maximize adoption of deployed products as part of post-sales and -implementation activities.
- Validate operational readiness, and support scalable initiatives to drive adoption and maximize product use.
- Proactively monitor client health and liaising with specialist teams for optimization engagements, as well as supporting ad-hoc campaigns to improve client performance
- Stay current with the latest payment processing trends, Visa solutions and technologies to provide a good Client experience and generate new sales leads as solutions to identified client pain points.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications
- Experience in a client success or client relationship management role that involved managing client expectations and in the financial services, software, or information services industries. Payment industry experience strong plus.
- Resolve operational client queries and act as an escalation point for significant issues, using critical thinking skills to find creative solutions. Ability to communicate complex technical terms in business language tailored to client.
- The ideal candidate should be a self-starter with a demonstrated ability to work collaboratively to achieve results as part of a newly established team (across European countries and time zones)
- Has used data to develop business solutions and provide sound analysis
- Able to effectively prioritize and multi-task under deadlines
- Experience using standard Microsoft Office tools (e.g., Excel, PowerPoint, Word)
- Experience in project planning and project management capability and experience is an added advantage
- Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise is an added advantage
- Fluent English and 2nd language (Spanish, French, German, Italian, French, or Polish) required.
- 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
- 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
