Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be

The Senior Program Manager, Data Products Client Success has primary responsibility for the training and onboarding of North America clients of VisaVue Online (VVO) and the new VisaVue Marketplace (VVM).  The Senior Program Manager will serve as the primary interface to VVO and VVM’s North America users, both external and internal, and will be responsible for implementations, retention and identifying expansion opportunities. 

In addition, this person will assist users with investigating and resolving product issues regarding availability or data, and maintaining detailed tracking documentation to ensure timely resolution.

This person will be responsible for increasing the usage of and client satisfaction with Visa's Data Products.

Primary Responsibilities

• Lead training sessions on VisaVue Online and VisaVue Marketplace to issuer, acquirer and co-brand merchant clients.

• Serves as primary resource for clients and other internal groups to assist clients in gaining access to the applications and resolving initial setup issues as necessary.

• Work with issuer, acquirer and co-brand sales teams as well as Data Products sales staff to implement value-in-kind client agreements, and ensure that the agreement restrictions are adhered to.

• Proactively engage and follow up with VVO and VVM users to ensure they are realizing value from their subscriptions.

• Manage and coordinate the process with Data Products Operations to set up client subscriptions, users and profiles. 

• Create and send product communications on behalf of Data Products to both clients and internal parties.

• Assist in designing training and user guide materials and other documentation in support of VVO/VVM.

• Assist in performing setup of all VVO member subscriptions, user IDs and profiles. 

• Assist in managing the VVO/VVM customer inbox and hotline, respond to customer inquiries and ad hoc reporting requests, and if necessary direct to the appropriate departments for support  

  Respond to VVO/VVM user inquiries regarding system issues and performance, and when necessary, work with Technology to assist in resolving these technical issues.

• Assist in the monthly billing process for data products, including auditing of client and user listings to ensure the accuracy of the billing files

• Collaborate across regional counterparts to improve and streamline onboarding, training andfollow-up support processes

Secondary Responsibilities

• Provide project management and/or subject manner expertise for small-scale operational and development projects in support of the product, billing or operations.

• Participate in requirements gathering and User Acceptance Testing for the VVO/VVM applications, with primary focus on UAT for its Admin tools and Billing & Usage reports.

• Provide scheduled and ad hoc reporting to Data Products personnel on implementation status, billing and product usage statistics.

• Bachelors of Science degree in business management, computer science or information technology

• Minimum 7 years of experience in financial services or payment systems, as well as basic knowledge of business intelligence systems

• Experience with training end users and working with internal and external clients to resolve issues to their satisfaction

• Demonstrated past experience with data analysis, decision support or business intelligence functions within the financial services industry

• MicroStrategy and Tableau hands-on experience is a plus.

• Demonstrated experience in seeing the big picture and prioritizing activities and tasks across a wide set of clients

• Independent judgment and mature decision-making skills to ensure customer expectations and service levels are exceeded.

• Cross-functional experience working with Account Executives who are responsible for client relationships across technology, operations and client support departments to achieve shared goals  

• Self-motivated, works well independently as well as part of a team, and works with minimal direction

All your information will be kept confidential according to EEO guidelines.