Specialized Client Success Analyst

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 Team Summary Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business. The Acceptance Solution team within Client Service is to support Value Added Products and services. Value Added Products offers a full-service payment management platform for Acquirer partners and merchants, covering global payment processing, fraud management and payment security systems. What a Specialized Client Success Analyst does at Visa: The Specialized Client Success Analyst supports and assists Acquirer partners, online and offline merchants using all Value Added Products and services. The candidate will be responsible for providing technical and operational support via e-mail, direct phone on a daily basis, and face-to-face meetings occasionally. Responsibilities also include assisting new and existing clients to set Value Added Products digital/online payment services, educating them on the use of our tools and reports, and solving issues by collaborating cross-functionally internally including with engineers in global technology teams. The candidate will report to the Director, Client Services Acceptance Solutions Japan, and is required to work as a team member, displaying accurate interpretation and response as a world-class client services organization. In this role, you are expected to: Act as primary technical point of contact for Acquirer partners, addressing any technical challenges and payment system related questions from them. Manage partner/merchant escalations until the issues have been resolved. Configure internal systems to enable effective processing for clients using our products and services Collaborate and discuss with engineers and technology experts in global teams to understand root cause of issues and negotiate for system fix when necessary Monitor accounts to ensure optimal transaction performance and meet with Visa brand requirement. Advocate product enhancement requests with our cross-functional teams. Maintain expert knowledge of Value Added Products and services through training and self-study Collaborate with internal/external partners and build good business relationships Engage and manage account/partners in online/face to face meetings Why this is important to Visa? This is a critical client-facing role responsible for ensuring that stakeholders understand the challenges faced by front-line teams and how these challenges relate to our products and requirements in a constantly evolving environment. The role requires strong product knowledge and the ability to clearly communicate how our solutions can support and add value to our clients’ businesses. Working Hours: This position requires the incumbent to be available during core business hours (i.e. standard work week) but may need to work out side of business hours when required. Travel Requirements: This position will not require incumbents to travel for work but may need to travel when required. Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager. Qualifications We are looking for a candidate with broad experience, a strong interest in payment technology, and a results-driven, client-focused mindset. The ideal candidate should have: 5+ years of experience in client services, customer support, or account management within financial services, payments, or the technology industry Prior experience with payment processing systems is strongly preferred Strong understanding of technical concepts and system requirements Ability to translate complex technical topics into clear, easy-to-understand language for non-technical audiences Excellent troubleshooting and debugging skills, with a strong passion for problem-solving Ability to manage multiple priorities, re-prioritize effectively, and perform well under pressure Proven ability to collaborate effectively within a team and across cross-functional stakeholders Self-motivated and proactive, with strong organizational and case management skills Excellent written and verbal communication skills in both Japanese and English Ability to apply AI tools and technologies to improve operational efficiency and deliver high-quality client support Preferred Qualification: Strong understanding of technical concepts, programming languages (Java, C/C++, Perl, etc.), and markup languages (HTML, XML). Experience in risk mitigation methodologies within Card-Present and Card-Not-Present payment environments Proven experience in project management Experience supporting web-based applications in a technical support environment Knowledge of network protocols, infrastructure, and system architecture Subject matter expertise across key domains such as card payment products and services, payment technologies, and digital wallet solutions 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.