Head, Customer Success Management

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

What a Head of Customer Success Management does at Visa:

• Identify and implement process improvements within the Customer Success team
• Drive identification, forecasting and closing of adoption opportunities
• Manage a team of Customer Success Managers to ensure the team is achieving their and the Pod’s collective goals
• Mentoring and coaching the team on how to work closely with the commercial team and customers to identify opportunities and understanding new markets/segments
• Cross functional collaboration within the organization to continually enhance and improve communication, processes, and product positioning
• Be a customer champion, ensuring their views are represented in the company and driving continual improvement in user satisfaction
• Able to clearly articulate Currencycloud’s services and solutions to customers, as well as educating the customer on their market
• Help improve the knowledge of the team, coaching them on new developments within Currencycloud
• Influence product development by working closely with our product, marketing, and sales teams to collect and digest user feedback
• Maintain a laser focus on quality, with top-notch written and spoken communication
• Training and onboarding of new team members

Why this is important to Visa

The Head of CSM is a key role in the teams ongoing development and growth of the Customer Success team, which sits at the heart of the action at Currencycloud, creating the link between the customer and Currencycloud’s other teams. The team ensures that our customer's voices are heard so that they can get the maximum value from using our products and successfully grow their businesses. CSMs work in close collaboration with Account Managers and Solution Consultants throughout the whole lifecycle of a customer and are key to driving adoption, growth, and minimizing churn.

This is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice.

Qualifications

What you will need:

• Min 12 years of experience in a similar capacity in the SaaS/payments space
  • Self-starter who takes accountability for getting things done and delivering results

• Have fantastic communication skills

• Have an empathetic mindset

• Someone who can remain calm when under pressure
  • Have integrity, believe what we say, and do the right thing
  • Are a creative thinker with the ability to troubleshoot issues quickly and effectively
  • Work well in a fast-paced environment
  • Are analytical and comfortable making and acting upon data to make decisions
  • Are willing to challenge the status quo and confidence to deliver an alternative approach

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.