Director, Client Success

Visa; Toronto; On-site; CAD 140,000 - 200,000; Full time

Job summary

The Director, Client Success at Visa in Toronto, Canada, leads the post-sale Client Services relationship for key clients, partnering with Sales and Product to drive adoption, value realization and expansion.

Reporting to the Senior Director of the Client Services Team in Canada, you will coordinate cross-functional initiatives, monitor client health, and continuously improve processes to deliver an outstanding client experience.

Responsibilities

• Oversee the implementation of new Visa products by coordinating key Client and Visa teams to expedite implementation readiness activities and steer the client toward getting faster time to value and maximize adoption of deployed products.
• Ensure Client operational goals and success metrics for their overall Visa product landscape are understood.
• Build and sustain a trusted client advocate status with key client stakeholders by proactively executing against forward looking Client Success Plans, in alignment with the Account Team, to track client specific outcomes including a client's adoption and performance of Visa products purchased.
• Drive and deliver initiatives to improve client adoption of products and use of Visa's self-service tools.
• Provide thought leadership on the latest local market trends, payment processing trends, Visa solutions, and technologies to provide an outstanding Client experience and generate new sales leads as solutions to identified client pain points.
• Establish working relationships with Client Services and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.
• Develop client education and training materials (including webinars) to communicate new Visa Rules, essential mandates, Visa Business Enhancement Releases and/or upcoming changes to ensure client readiness and service compliance.
• Lead periodic operational reviews with clients and Visa stakeholders.
• Act, for applicable clients, as the escalation point for managing significant issues and major incident/crisis responses.
• Showcase operational excellence by supporting cross-functional initiatives to improve the Client experience, incorporating automated solutions to drive efficiency and productivity.
• Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.
• Inspire, coordinate and collaborate with global, regional and/or in-market Client Success team members to maintain a continuous 360-degree view of the Client and deliver an outstanding consistent operati

Job description

About Us

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.

Job Description

The Director, Client Success is a pivotal lead individual contributor responsible for owning the holistic post-sale Client Services relationship for applicable clients and providing operational solutions in support of growing clients' business. The Director is a trusted client advocate and works proactively with their client portfolio to enable new capabilities, manage geographic expansion, and promote product adoption. The individual is expected to provide thought leadership and strategic guidance during solution development to ensure outstanding client service. The role requires a high level of professionalism, leadership and interpersonal skills to influence and manage relationships with a variety of internal and client stakeholders.

This role is an exciting opportunity to be at the forefront of Visa's Client Success transformation by partnering closely with key Visa clients to maximize their benefits realization and value from Visa products through optimizing their performance. Working in conjunction with Account Team members from Sales and Product, you will proactively drive Client Success outcomes in alignment with Visa's business agenda as detailed in the Sales Account Plan. The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visa's strategy. The Director is the voice of the client on all operational initiatives and issues with key internal functional and region/market partners (e.g., Sales, Product, Legal, Finance, Risk).

This role serves as a functional specialist, located in Toronto, Canada and reporting to the Sr Director responsible for the Client Services Team in Canada. The position provides subject matter expertise, operational guidance, and strategic support across client service initiatives, acting as a key liaison between stakeholders, business partners, and internal teams. Responsibilities include driving process improvements, supporting service delivery excellence, analyzing business requirements, resolving complex issues, and contributing to the development and implementation of best practices to enhance client satisfaction and operational effectiveness.

Responsibilities include:

• Oversee the implementation of new Visa products the Client purchases by coordinating key Client and Visa teams to expedite implementation readiness activities and steer the client toward getting faster time to value and maximize adoption of deployed products.


• Ensure Client operational goals and success metrics for their overall Visa product landscape are understood.


• Build and sustain a trusted client advocate status with key client stakeholders by proactively executing against forward looking Client Success Plans, in alignment with the Account Team, to track client specific outcomes including a client's adoption and performance of Visa products purchased.


• Drive and deliver initiatives to improve client adoption of products and use of Visa's self-service tools.


• Provide thought leadership on the latest local market trends, payment processing trends, Visa solutions, and technologies to provide an outstanding Client experience and generate new sales leads as solutions to identified client pain points.


• Establish working relationships with Client Services and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.


• Develop client education and training materials (including webinars) to communicate new Visa Rules, essential mandates, Visa Business Enhancement Releases and/or upcoming changes to ensure client readiness and service compliance.


• Lead periodic operational reviews with clients and Visa stakeholders.


• Act, for applicable clients, as the escalation point for managing significant issues and major incident/crisis responses.


• Showcase operational excellence by supporting cross-functional initiatives to improve the Client experience, incorporating automated solutions to drive efficiency and productivity.


• Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.


• Inspire, coordinate and collaborate with global, regional and/or in-market Client Success team members to maintain a continuous 360-degree view of the Client and deliver an outstanding consistent operati