Analyst Technical Account Manager Client Services

Job Description

Company Description

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

The Client Services is responsible for providing operational assistance to a large and diverse number of Visa clients. The team is responsible for helping clients resolve issues and drive improvement opportunities to completion.

The Analyst, Technical Account Manager, is an individual contributor responsible for managing the operational relationship for applicable clients and providing operational support and assistance in growing clients’ business. This role serves as a functional specialist, located in Tokyo, Japan and reporting to Director.

This role will provide the opportunity to shape how Visa leads the management of a significant group of its growth clients through support and input into the automated tools, capabilities and processes that enhance the client experience. The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visa’s strategy. This involves delivering effective, efficient, and consultative operational support aligned to business objectives.

Responsibilities include:

• Support client implementation of new Visa products the client purchases by coordinating with key client and Visa teams to expedite the implementation readiness activities and steer the client toward getting faster time to value and maximize adoption of deployed products.
• Ensure prompt and accurate resolution of client inquiries, always acting as a client advocate, deploying outbound and proactive client engagement when appropriate.
• Provide technical support and solutions to our customers by handling the resolution of the incidents and problems on our products and services.
• Work closely with Development, QA, Product teams, and 3rd party product partners to ensure a superior technical support to our customers.
• Understand key market/enterprise initiatives and clients to support the delivery and ensure readiness
• Stay current with the latest Visa solutions and technologies to provide a good client experience.

Why this is important to Visa:

• Client Success is a critical function in Visa.  We are the subject-matter-experts to deliver best-in-class client services from operational perspective. This role will provide the opportunity for you to be Visa’s advocate as well as the voice of the clients.
• This role will be involved in Value Added Services (VAS) related activities and support business functions as well as other Client Services’ functions when necessary, to improve Visa’s services qualities and support Visa’s multi-year strategy.
• This enables us to deepen our partnership with our clients and bring value to their business.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

All Visa roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work.

Qualifications

• Experience in a client support or client relationship management role that involved managing client expectations and in the financial services, payment, software, or information services industries
• 5+ years of experience in client/customer service in financial, payments or information technology or 5+ years knowledge on payment system services is required. At least 3 years of knowledge on Visa / Payment processing is strongly preferred.
• Ability to communicate complex technical terms and/or processes in business language tailored to client
• Excellent verbal, written presentation skills, including strong oral and written capabilities in both Japanese and English
• Good analytical and troubleshooting skills
• Self-starter able to achieve results as part of an effective team (across countries and time zones)
• Able to effectively prioritize and multi-task under deadlines
• Experience using standard Microsoft Office tools (e.g., Excel, PowerPoint, Word)
• Experience using SQL
• Experience in cloud computing services is preferred.
• Strong software background, specifically in coding with Java or other language, with experience in web services is preferred.
• Experience in debugging and troubleshooting SaaS applications is preferred.

Basic proficiency in the following skills:

1. Building client relationships: Build credibility and create trust-based relations, partner with clients to build their business
2. Becoming customer centric: Listen to and prioritize customer needs to drive value realization and build trusted partnerships
3. Client engagement: Communicate clearly and effectively with clients
4. Proactiveness: Think ahead and take action
5. Critical thinking: Take ownership over problems and find creative solutions to complex problems

Additional Information

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.