Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be

The Senior Program Manager, Data Products Training and Customer Success has primary responsibility for the training and engagement of North America clients of VisaVue Online (VVO) and the new VisaVue Marketplace (VVM).  The person will lead the efforts to design both training modules and materials as well as customer engagement campaigns for the new VisaVue Marketplace and its apps. 

The Senior Program Manager will serve as the primary interface to VVO and VVM’s North American users, both external and internal, and will be responsible for their implementation and training.  This person will also be responsible for increasing the usage of and customer satisfaction with VisaVue products in North America, as well as assisting other regions in their efforts.

In addition, this person will assist users with investigating and resolving product issues regarding availability or data, and maintaining detailed tracking documentation to ensure timely resolution.

Primary Responsibilities

• Serve as primary training resource for VisaVue Online and VisaVue Marketplace to issuer, acquirer and co-brand merchant clients, as well as internal users.
• Work with regional counterparts to design unified best practices training methodologies, learning paths, and materials in support of VisaVue Marketplace and its apps.
• Create and implement business case based training modules in support of VisaVue Marketplace and its apps.
• Design and conduct teach the teacher sessions for internal users to provide knowledgeable resources to clients in their regions
• Create, implement and manage customer success outreach efforts with existing VisaVue users to increase their engagement and ensure they are realizing maximum value from their subscriptions.
• Create and publish product communications on behalf of VisaVue Marketplace and its apps to both clients and internal parties.
• Serves as primary resource for clients and other internal groups to assist clients in gaining access to the applications and resolving initial setup issues as necessary.
• Manage and coordinate the process with Data Products Operations to set up client subscriptions, users and profiles. 
• Provide project management and/or subject manner expertise with Technology for operational and development projects in support of the product, billing or operations.

Secondary Responsibilities

• Assist in performing setup of all VVO member subscriptions, user IDs and profiles. 
• Assist in managing the VVO/VVM customer inbox and hotline, respond to customer inquiries and ad hoc reporting requests, and if necessary direct to the appropriate departments for support  
• Assist in the monthly billing process for data products, including auditing of client and user listings to ensure the accuracy of the billing files
• Work with issuer, acquirer and co-brand sales teams as well as Data Products sales staff to implement and monitor value-in-kind client agreements
• Collaborate across regional counterparts to improve and streamline onboarding, training and follow-up support processes
• Participate in requirements gathering and User Acceptance Testing for the VVO/VVM applications, with primary focus on UAT for its Admin tools and Billing & Usage reports.
• Provide scheduled and ad hoc reporting to Data Products personnel on implementation status, billing and product usage statistics.

• Bachelors of Science degree in business management, computer science or information technology

• Minimum 7 years of experience in financial services or payment systems, as well as basic knowledge of business intelligence systems
• Demonstrated past experience with data analysis, decision support or business intelligence functions within the financial services industry
• Experience in developing and implementing training processes and materials for training and external users
• Experience in designing and implementing customer success outreach programs and working with internal and external clients to resolve issues to their satisfaction
• MicroStrategy and Tableau hands-on experience is a plus.
• Demonstrated experience in seeing the big picture and prioritizing activities and tasks across a wide set of clients
• Cross-functional experience working with Account Executives who are responsible for client relationships across technology, operations and client support departments to achieve shared goals  
• Independent judgment and mature decision-making skills to ensure customer expectations and service levels are exceeded.
• Self-motivated, works well independently as well as part of a team, and works with minimal direction

All your information will be kept confidential according to EEO guidelines.