Director, Digital Client Success

Key Responsibilities Work closely with partners across Client Services, Sales, and Product to define the Client Success (CS) Platform’s vision and ensure it aligns with user needs and business priorities.Develop the CS platform strategy, roadmap and oversee implementation of key modules, e.g. client success planning, etc.Benchmark build-for-purpose Client Success tools and distill best-in-class capabilities to inform design and development effortsDevelop and communicate strategy and value story of Visa’s Client Success Platform to internal stakeholders and senior leaders, and build support for executionCollaborate with CSM leaders to define must-have feature set and align on prioritizationManage the Client Success platform’s roadmap including backlog of features and capabilitiesPartner with Technology teams to define technical flows and specs, evaluate architectural choices, etc. and execute the technology buildAnalyze platform performance from a user perspective, identifying areas for improvement or expanded capabilities This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.