Analyst, Client Success Management

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 Analyst, Client Success is part of the Client Success Shared Services team, responsible for managing operational relationships and supporting a diverse portfolio of Visa clients. This role focuses on delivering effective, consultative operational support to help clients resolve issues, improve performance and identify opportunities for continuous improvement. Based in Johannesburg and reporting to the Director, Client Services, the Analyst will work closely with clients and internal teams to deliver a seamless, high-quality client experience. The role also offers the opportunity to help shape how Visa supports its growth clients by contributing to the development and deployment of automated tools, capabilities and processes. The Analyst will support client strategies that create value, improve efficiency and align with Visa’s business objectives. All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools, including ChatGPT, Microsoft Copilot and similar solutions, to support everyday work. Key Responsibilities Support client implementation of new Visa products by coordinating with client teams and Visa stakeholders to accelerate readiness activities and maximize product adoption. Provide prompt, accurate and consultative support for client inquiries, acting as a client advocate and ensuring issues are managed through to resolution. Proactively engage clients where appropriate to identify needs, resolve operational challenges and improve the overall client experience. Drive and deliver initiatives that improve client adoption and effective use of Visa’s self-service tools. Build effective working relationships with Client Services colleagues and cross-functional subject matter experts to resolve client issues and optimize client performance. Use data and insights to understand client needs, identify trends and support business solutions that create measurable value. Communicate technical terms, processes and operational requirements in clear business language tailored to client audiences. Partner with clients to understand their priorities, support value realization and help them achieve their business objectives. Develop and support measurable action plans to address client needs, improve outcomes and strengthen operational performance. Manage multiple priorities and deadlines across countries, teams and time zones while maintaining strong attention to detail and service quality. Stay current with Visa solutions, tools and technologies to provide informed, relevant and effective client support. Take ownership of complex issues, apply critical thinking and identify creative solutions in partnership with internal and external stakeholders. Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager. Qualifications Basic Qualifications: 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD). Experience in a client support or client relationship management role that involved managing client expectations and in the financial services, payment, software, or information services industries. Experience in using data to develop business solutions and provide sound analysis. Experience in communicating technical terms and processes in business language tailored to clients. Experience in achieving results as part of an effective team across countries and time zones. Experience in building client relationships and partnering with clients to build their business. D igital fluency, including comfort using AI-enabled productivity tools and emerging technologies to improve everyday work Preferred Qualifications: 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) Experience in supporting the design and delivery of initiatives to improve client adoption and use of Visa’s self-service tools. Experience in establishing working relationships with cross-functional subject matter experts. Experience in staying current with the latest Visa solutions and technologies. Experience in critical thinking and taking proactive action to resolve client issues. 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.