SENIOR CLIENT SUCCESS MANAGER - GLOBAL ENGAGEMENT LEAD

Job Description The Client Success Senior Consultant, acting as the Global Engagement Lead - GEL is a pivotal individual contributor role accountable for owning the overall global Client Services relationship with one of Visa Key Global Client.
This role is the global and central point of contact from Client Services for applicable Clients, coordinating regional and or country Client Success Managers activities to ensure a consistent client service experience in any market it operates for any Client Services function.
Given the importance of this position, it requires a high level of professionalism, thought leadership and astuteness at managing executive level stakeholders at the global client and within Visa.
It is a client-facing and strategic role, working in conjunction with global Account Team members from Sales and Product to proactively drive Client Success outcomes.
This role serves as a functional specialist, reporting to the Head of Client Success Southern Europe Cluster.
This position will be located in Madrid Spain, to be in close proximity to the client global headquarters where key client executives are based.
This role works independently alongside global CSM guidelines and methodology of operation.
They are able to manage complex topics, as part of the team supporting operational mandates, project implementations and consulting initiatives that help Clients to grow their Visa product portfolios.
This role is an exciting opportunity to be at the forefront of Visa Client Success transformation, by partnering closely with significant payment ecosystem participants to maximize their benefits realization and value from Visa products by optimizing their performance.
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Position Summary Own the holistic post-sale and operational relationship one of Visa Key Global Client located in Spain, acting as an important ambassador of all Client Services teams by providing the central voice of Client Services to the Client.
Act as an important member of the Sales Account Team, aligning on the forward-looking relationship strategy based on key Client and Visa goals, alongside and in partnership with the global Account Executive.
Foster and sustain a trusted client partner with key client executives and stakeholders by proactively executing against forward looking Client Success Plans which tracks a clients adoption, usage and health index for Visa products purchased.
Ensure that Client operational goals and success metrics for their overall Visa product landscape are strongly understood.
With intended outcomes met and client readiness activities for upcoming mandates and projects tracked and measured in Client Success Plans.
Measure and track additional client specific outcomes, based on major client pain points and strategic objectives, leveraging Visa products and services to help support the client achieve these.
Act as an advocate for the Client through showcasing strong operational excellence by driving cross-functional initiatives in support of the key Client goals, incorporating automated solutions to achieve efficiency and productivity operational improvements.
Coordinate and closely collaborate with applicable regional and in-market Client Success Managers, who continue to manage local client relationships, to ensure they are aligned to a global Client relationship strategy and deliver a consistent client experience.
Run strong global operational reviews with the client and Visa stakeholders, incorporating input, comparison, and Client progress against metrics across all of the client markets and entities.
Oversee the implementation of new Visa products the Client purchases by coordinating key Client and Visa teams globally to expedite implementation readiness activities to steer the client toward getting faster time to value and subsequently maximize adoption of deployed products.
Maintain strong relationships within Client Services and other cross-functional teams within Visa to orchestrate subject matter expertise consultation as needed to optimize client performance.
Maintain a continuous 360-degree view of the Client for communicating, sharing internally or externally.
Keep a high-level view of the Client entire Client Services experience, from a global context, monitoring which problems are affecting certain geographies and proactively manage future risk accordingly to help save the client revenue.
Manages effectively within a matrix environment, monitoring the progress of market, regional, global CSM deliverables against the global Client KPIs agreed on the Client Success Plans.
Provide a global perspective and thorough communication of new Visa Rules, essential mandates, Visa Business Enhancement Releases, and upcoming changes to ensure Client readiness and service compliance through delivering strong Client educational training.
Act, on an ad-hoc and as needed basis, as the central escalation point for managing client escalations concerning significant issues, incidents and to support major crisis responses by maintaining ongoing interaction with clients to meet their specific needs throughout.
Provide a thought leadership viewpoint on the latest global payment processing trends, Visa solutions, and technologies to provide an outstanding Client experience and generate new Sales leads to solve identified client pain points.
Be available for international travel app 20 percent of the time due to the global footprint of the client.
Communication A strong communicator in the client predominant language Spanish and English, with the ability to articulate themselves well to client and Visa stakeholders at all levels and specifically to senior executive levels.
Emotional Intelligence and Relationships Must possess strong emotional intelligence and can move others into action where necessary through influence.
Enjoys taking the time to build new relationships, allies and friendships with clients and colleagues.
Is self-aware and shows a willingness to continuously improve themselves to strive to build outstanding relationships.
Need to have a can do attitude that turns customer challenges and dissatisfaction into triumphs.
Organizational Skills Ability to effectively prioritize and multi-task under tight deadlines.
Follow through on commitments they make.
Ability to set priorities, influence others, and manage customer expectations.
Is comfortable in complex and ambiguous situations.
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.
Qualifications • 9 plus years of work experience with a Bachelor Degree or 7 plus years of experience with an Advanced Degree e.
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Masters, MBA, JD, MD, or 3 plus years of work experience with a PhD.
• Minimum of 8 plus years experience in a client-facing role in financial services, payment card, software or business consulting.
• Experience in engaging with senior management level stakeholders at clients.
• Certifications or qualifications in Client Customer Success, project management or related areas of practice and expertise.
• Strong interpersonal skills and proven abilities in negotiating with and influencing clients and staff at all levels.
• Demonstrated experience in client relationship management, and able to set priorities, influence others, and manage client expectations.
• Strong analytical aptitude and demonstrated track record of working with data to develop business-orientated solutions and to provide sound business analysis.
• Strong ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
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.