Director, Client Success

In this role, you are expected to:

• Act as the Client Success Lead for Thailand and be the operational &, technical expert to clients, NITMX, TPN and business teams to support cross-functional and in-country initiative deliveries.
• Oversee overall operational relationship, coordinate support and escalation efforts with other Visa teams to ensure all inquiries and operational issues for clients, ITMX and TPN are properly addressed.
• Partner with Account Executives to identify, capture and deliver value-added services opportunities specific to CS.
• Maintain relationship with internal stakeholders and clients to understand market needs, trends, and gain insight on delta needed to enhance support approach for Visa clients.
• Stay abreast of new rules, products and services, industry and technology trends to be able to support Visa strategic goals, client, ITMX and TPN initiatives.
• Advocate on behalf of clients to internal stakeholders including CS, AE, Product, MS&A, Risk and Legal for expedited resolution and implementation of solutions achieving highest possible degree of client satisfaction with a view on enhancing the client’s Visa experience.
• Establish and foster relationships with clients and internal stakeholders at all levels of staff and senior management.
• Coordinate with other Visa teams to execute the resolution and implementation of solutions to ensure that all Visa products and services operate at the highest level of performance.
• Have a proven track record for making sound business decisions, setting direction and managing both short and long-term goals, achieving high quality operational results and customer commitment.
• Have ability to set priorities, manage customer expectations (internal and external), and work both as part of a team and independently.
• Formulate short and long-term plans and can change both as the industry or environment changes.
• Have excellent inter-personal skills and a proven ability to build and maintain highly satisfied customer relationships.
• Be self-starter with organizational, conceptual, and logical problem-solving skills.
• Identify additional business opportunities for clients, drive value-added services and new payment flows to increase service quality & revenue.
• Deliver support for Visa’s biannual business enhancements and Visa mandates.
• Assist in incident management, identify problems and client impacts, communicate ongoing situation status and resolution.

Qualifications:

• Bachelor’s Degree or equivalent experience.
• 12 years progressive experience in a customer support role in financial services, payment card, software or information services is required.
• Analytical and business mindset with an ability to question status-quo and generate innovative ideas.
• Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
• Excellent time management, organization, and planning skills.
• Ability to comprehend and translate complex technical issues and apply to business solutions.
• Able to set priorities, influence others, and manage customer expectations.
• Demonstrate success in customer relationship management.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
• Excellent time management, project management, organization, and planning skills.
• Communications skills, verbal, written and presentation in English.