Key Responsibilities.

• Manages strategic business relationships with clients and partners to accelerate speed to revenue for products and services across CEMEA.
• Collaborate with Product team to review and drive adoption of new products and services and translate the Visa technical requirements for our clients. 
• Provide technical and operational support to Visa clients and partners. Act as the voice of the client to other internal groups, including Product and Technical teams.
• Proactively resolve, own, and manage stakeholder communication on all business & technical problems on all platform products and services.
• Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs.
• Manage the on boarding, solutioning and support of detailed systems solutions for clients.
• Manage and troubleshoot escalated technical problems, interfacing with Product Development, and Operations teams. 
• Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectations.
• Promote and deliver consultancy and bespoke training to clients.
• Build and enhance positive working relationships with clients and partners to develop solutions and optimal way of working. 
• Lead client discussions, representing products and services from both a technical and business perspective.
• Manage technical communications with client’s technical team, project team, customer services team and senior executives.
• Identify, troubleshoot, and resolve queries relating to the Application Programming interfaces (APIs), XML files, SOAP REST and JSON messages.
• Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectations.
• Maintain strong relations amongst team, as well as with key stakeholders (Client Resolution, Client Success, Product, and Technology).
• Train and coach team members on products & services essential for day-to-day operations to ensure customer expectations are exceeded.
• Manage high priority incidents by taking full ownership, engaging with senior management for escalations and the ability to provide an Executive Summary to senior management.
• Designing and implementing tools, processes, and procedures (e.g. macros, database queries, reporting) to improve the team’s productivity and efficiency in handling client queries.
• Minimal travel may be required

Qualifications

• Ideally educated to degree level, or equivalent in Computing or business-related subjects would be an advantage.
• Ideally a minimum of 3 years’ experience of payment processing, ecommerce systems, Dispute Resolution or Risk management function.
• Minimum of 3 years’ experience in a Customer support /Account Management role in financial services, software or information services
• Intermediate-level knowledge of multiple programming / scripting languages. (Java, C/C++, Perl, PHP, etc.)
• Ability to read, analyse, system Logs and error/exception handling logs.
• Demonstrated success in customer relationship management
• Able to convey technical and business issues and solutions to various internal and external audiences effectively to support organizational plans.
• Understanding of key business metrics and how to use data to inform business decisions
• Proven ability to manage complex technical systems across several products, platforms and services
• Able to shift priorities and demonstrate a proactive willingness to influence others, and manage customer expectations
• Familiar with Payment Industry Standards and their application
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines
• Enjoys learning about complex concepts and finding effective ways to communicate them in a clear, concise manner.
• Willingness to travel
• Comfortable using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, Visio, etc.)