Vacant job

Sr. Director, Client Success – Nordics and Baltics

• Stockholm
• Full-time

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payment transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is a priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Job Description

The Senior Director of Client Success, acting as an overall Client Services Lead for the Nordics and Baltics (N&B) within the Europe region, holds a critical position within Client Services and the local market / cluster organization, being accountable for the full client service experience within N&B.

This is a senior leadership role, as a member of the Client Services (Client Success in particular) Europe leadership team with dual-reporting lines to the N&B Regional Managing Director (RMD).

This individual will lead a team (direct and matrixed reporting lines across N&B based Client Services functions and employees) responsible for managing the post-sale and operational relationships with clients by driving high impact client success outcomes. This role is accountable for the service delivery of new products, onboarding new clients, implementations, product adoption, operational support and client optimization across all client types and the Visa product landscape. This individual must consistently illustrate experience and credibility with senior client stakeholders at global and strategic clients to support their teams drive client endorsed and agreed KPIs aligned to the client’s priorities and growth targets.

The Senior Director is expected to provide strategic, functional, and technical leadership across operational activities for clients (regardless of client archetype), and guide/ empower their teams work coordinating across client services teams for the effective functional delivery of systems and services to their client base. The Senior Director is responsible for defining and deploying client service strategies across various client types, ensuring that Client operational goals and success metrics are understood and achieved, within the context of their markets, whilst maintaining a global view.

The Senior Director is accountable for building a high-performing and cohesive team, aligned to the global Client Success strategic transformation, by providing leadership to a team of people leaders and individual contributors. They should do this through active and continuous coaching, setting strategic direction and applying working knowledge of Visa products, systems, and procedures. They should naturally maintain a "big-picture" mindset to inspire the team when developing a solution to complex problems and contextualizes goals accordingly, whilst empowering the team to be self-sufficient and fully accountable, and encourages respectful debate across teams / functions to reach the best answer for client and be bold to take a hands-on approach to team and client management where needed.

As a senior customer success leader, leading by example and through coaching is essential when building high performant teams. This Senior Director must illustrate consistently, proactiveness by thinking ahead and take actions before a situation becomes an issue. Hence, they should show effective prioritization skills with clear demonstration of effective planning and execution, whilst showing that they know how best to use team strengths to accomplish goals.

The Senior Director is accountable for personifying the Visa leadership principles while providing guidance to direct reports, cross-functional staff, and senior management to proactively drive Client Success whilst ensuring effective resolution of high-priority issues with potential of significant financial implications.

This senior leadership role is an exciting opportunity to be at the forefront of and shape Visa’s Client Success transformation, by leading and developing a high-performing team of Client Success Managers to maximize client benefits realization and value from Visa products and services via proactive optimization processes.