Director, CS Strategic Partners

The EU Client Success Director for Strategic Partners, acting as the regional Client Success Lead for Strategic Partner clients, is a pivotal position in our overall Visa transformation.

Whilst this is a key lead role within Europe Client Services, this is also expected as a client-facing and strategic role, working in conjunction with Strategic Partner Account Team members from Sales and Product to proactively drive Client Success outcomes for this client group.

This role serves as a functional specialist and a people manager, reporting to a VP of Client Success for the Europe and will be part of the EU Client Success Leadership Team. This position will be located in Europe (country could be any of the EU markets) to be in close proximity to the client's global headquarters where key client executives and EU sales teams are based.

• Accountable for owning the overall Client Services experience of our strategic partner clients and aligning our global client services processes to recognize the unique parameters and requirements from this client archetype


• Be the central point of contact from Client Services Europe for the strategic partner sales leaders across region, cluster, markets coordinating market and regional Client Success Manager input and activities striving to ensure a consistent client service experience in any market it operates for any client service function


• Act with a high level of professionalism, thought leadership and astuteness at managing executive level stakeholders at the client and within Visa


• Manage a team of Client Success Managers (CSMs) across job levels who will be assigned to clients in a specific market or assigned to clients across European markets


• Manage the post-sale and operational relationships of your own assigned clients by overseeing onboarding and implementation processes, maximizing the adoption of deployed products within that market, driving Client Success outcomes, and optimizing client performance


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 2-3 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.


• Analytical skills to extract and synthesize relevant data into business solutions and provide sound analysis


• Able to communicate complex technical terms and processes in business language tailored to client


• Experience coaching or mentoring team members for skill and career development, informally or as part of a leadership role


• Prior people management experience is required (ideally within a matrix and multi-location environment)


• Able to effectively prioritize and multi-task under deadlines


• Knowledge of Artificial Intelligence (AI) concepts and applications, and how they can be leveraged to create value for Visa and its clients


• Experience representing technical and business issues and solutions to influence audiences at multiple levels of an organization, including senior executives, in support of strategic business plans


• In-depth knowledge of the payment industry (i.e. trends, threats, competitors, regulatory environments), client segment and region and market


• Ability to lead and coach cross-functional team members through high impact, complex business issues that do not have precedent or are ambiguous


• Experience in planning, executing, tracking projects or initiatives from mid to high complexity with impactful outcomes and results


• Certifications or qualifications in Customer Success, project management or related areas of practice and expertise will be a high advantage


• Ability to lead cross-functional team members through high impact, complex business issues that are ambiguous


• Advanced proficiency in the following skills

o Building and maintaining client relationships - Build credibility and create trust-based relations and partner with clients to build their business
o Customer centric - Listen to and prioritize customer needs to drive value realization and build trusted partnerships
o Success planning - Build measurable actions plans to help clients achieve their business goals and realize value from their products and solutions
o Client engagement - Communicate clearly and effectively with clients at all levels in the client organization, including careful management of client expectations
o Proactiveness - Think and plan ahead and take action
o Critical thinking - Take ownership over problems and find creative solutions to complex problems

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.