Senior Customer Success Manager managing strategic SaaS accounts for Power Factors, a renewable energy software provider. Driving onboarding, retention, NRR growth, renewals, and expansion.
About the role
- Visa Sr. Consultant driving client success, product adoption, and operational performance for payment technology clients. Coordinating implementations, reviews, training, and issue resolution from Toronto.
Responsibilities
- Own the holistic post-sale Client Services relationship for applicable clients
- Provide operational solutions supporting clients’ business growth
- Partner with Visa clients to maximize benefits realization and value from Visa products through performance optimization
- Work with Sales and Product Account Team members to drive Client Success outcomes aligned with Sales Account Plans
- Define and deploy client support and service implementation strategies, including automated tools and capabilities
- Coordinate Client and Visa teams to implement newly purchased Visa products and accelerate implementation readiness
- Ensure client operational goals and success metrics are understood
- Execute Client Success Plans tracking adoption and performance of Visa products
- Drive initiatives improving product adoption and use of Visa self-service tools
- Monitor local market, payment processing, Visa solution, and technology trends to improve client experience and identify sales leads
- Orchestrate consultations with subject-matter experts to resolve complex client issues and optimize performance
- Develop client education and training materials, including webinars, covering Visa Rules, mandates, releases, and upcoming changes
- Lead periodic operational reviews with clients and Visa stakeholders
- Serve as escalation point for significant issues and major incident/crisis responses
- Support cross-functional initiatives and automated solutions to improve client experience, efficiency, and productivity
- Monitor client health and coordinate with specialist Visa teams to optimize client performance
- Coordinate with global, regional, and in-market Client Success teams to maintain a 360-degree client view
- Report to the Director Client Success
Requirements
- 8 or more years of relevant work experience with a Bachelor’s Degree, or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD), or 2 years of work experience with a PhD
- Experience analyzing data and translating findings into actionable business recommendations
- Experience communicating complex technical terms and/or processes in business language tailored to clients
- Experience achieving results as part of an effective team across countries and time zones
- Experience effectively prioritizing and multitasking under deadlines
- Experience representing technical and/or business issues and solutions to influence audiences at multiple organizational levels, including executives
- Experience in payment industry trends, threats, competitors, and regulatory environments
- Certifications or qualifications in Client/Customer Success, project management, or related areas
- Experience building client relationships, customer centricity, success planning, client engagement, proactiveness, and critical thinking
- All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot)
- Preferred: 9 or more years of relevant work experience with a Bachelor’s Degree, or 7 or more years with an Advanced Degree, or 3 or more years with a PhD
- Preferred experience building credibility and trust-based client relationships
- Preferred experience prioritizing customer needs to drive value realization
- Preferred experience building measurable action plans for client business goals
- Preferred experience communicating clearly and effectively with clients
- Preferred experience thinking ahead and taking action
- Preferred experience taking ownership of problems and finding creative solutions
Benefits
- Hybrid work arrangement
- Visa requires at least 3 days in office
- Accommodations available on request for candidates taking part in all aspects of the selection process
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