Director, Account Management
- Ashburn, VA, USA
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
Visa Business Solutions provides issuers and their corporate clients a suite of products and capabilities to simplify the critical processes that businesses perform daily. These critical processes include managing expenses, compliance, vendors and reporting. They also provide analysis for corporates in order to make informed business and financial decisions about employee and company spend. Business Solutions also facilitate payments between buyers and suppliers, using online solutions or APIs. The Director Account Manager provides strategic support to North American banks and partners regarding Visa’s suite of commercial products. This role will be a subject matter expert on appropriate products, and will function as consultant to very large strategic clients, ensuring clients’ objectives are achieved.
This role is an individual contributor at an advanced support staff level and is responsible for applying independent judgment in resolving issues and making recommendations.
Lead complex cross regional or cross-functional customer service delivery initiatives and work towards achieving client and key stakeholder acceptance of deliverables.
Manage and own all facets of operational relationship with our large , strategic financial institutions. Includes developing account plans and maintaining client profiles.
Provide insight and input within cross-functional Visa organizations for new or changing products and services which may impact their clients.
Consult and collaborate with large financial institution clients and partner institutions and provide technical expertise to structure effective programs.
Coordinate directly with client to understand program set up requirements and facilitate new program installations, conversions and business requests without client impact.
Report customer project accomplishments and deliverables to management.
Serve as an escalation point for complex issues.
Act as a mentor and train team members.
Manage non-routine, complex processing and product requests, as well as tactical and strategic client initiatives.
Proactively identify operational opportunities and implement recommendations to increase service quality, revenue and efficiency.
Responsible to find trends and opportunities to bring the client’s operational support to a strategic level.
Build and enhances positive working relationships with key Visa client institutions, partners and internal stakeholders.
Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, service change support and system/platform enhancement support.
Coordinate internal resources to accomplish Visa and client objectives, and ensure processing system performance standards are met and that the client perspective is represented within the organization.
Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back office processing).
Stay current with industry and client trends and maintain a strong knowledge of Visa Business Solutions and commercial products and services.
Represent complex customer enhancement requests, system or operational requirements; negotiate and manage expectations internally and externally.
Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans.
Identify and analyze processing issues and trends with client impacts; consistently communicate situational status and resolution; advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
Support product, platform enhancements and all Visa mandates.
Partner with assigned Account Executives to identify additional business opportunities.
Perform ongoing proactive operational reviews to include billing and transaction processing.
Responsible for own work-flow assignments and must be able to take the initiative to resolve problems and meet deadlines.
Produce quarterly customer and departmental reporting for tracking customer or service issues
Attend and deliver valuable content to client Quarterly Business Reviews
Develop and provide presentations to internal and external stakeholders as needed
Coach all new staff and recognize training opportunities for all staff
Provide leadership and communication; responsible for escalating to department management when issues arise that might jeopardize problem resolution
10 years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or at least 3 years of work experience with a PhD.
Minimum of 12+ years progressively responsible experience in a customer support role in financial services, payment card, software or information services is required.
Strong interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels.
Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment.
Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, etc.). Advance Power point for professional presentations.
Excellent time management, organization, and planning skills.
Ability to comprehend and translate complex technical issues and apply to business solutions.
Able to set priorities and influence others.
Ability to manage customer expectations internally and externally, and work both as part of a team and independently.
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 verbal, written, presentation and interpersonal skills.
Strong project management skills
Demonstrated ability to articulate complex technical terms or processes into business language.
Superb proficiency with troubleshooting and resolving complex issues
Advanced public speaking skills
This position requires the incumbent to travel for work 20-30% of the time, or as needed to support business, based on assigned clients.
Incumbent must make themselves available during core business hours.
This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, and reach with hands and arms.
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.