Manager, Account Support

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Visa Direct is an exciting, new payment service that Visa provides to clients (issuers, acquirers, processors, merchants, global remitters and service providers) to facilitate domestic and cross-border fund transfers/disbursements to Visa accounts in the U.S. and around the world using push payment technology, (i.e. Original Credit Transaction (OCT), and traditional ACH/RTP payment rails) to deposit into card, bank accounts, and wallets leveraging the Visa network.   Visa Direct consumer and business applications include person to person transfers, cross border remittances, funds disbursement (business to consumer or small business payments) including priority use cases of marketplace payouts, royalty and digital content payouts, gig economy services, and more.

The Manager, Account Management role will be a key team member of the cross-border account management group and will be responsible for driving and executing the approved go-to-market strategies to achieve the budgeted transaction and revenue targets.  The candidate will support the identification and development of growth initiatives, under the direction of a senior Visa Direct account executive to grow and expand client accounts.  The ideal candidate will be a structured analytical thinker with excellent communication skills and a willingness to jump in to support growth strategies, operational issue resolution, account performance reporting and other day-to-day account activities.  The candidate enjoys variety and collaborating with client contacts and internal stakeholders to accomplish his / her priority objectives.  The candidate is thoughtful, curious, and analytical with a desire to make an impact and contribute to the growth of the NA and Visa Direct business. 

This is a client-facing and broad-reaching role so organizational savvy and interpersonal skills are critical as they will interface with all areas of Visa (sales, marketing, pricing, legal, risk, etc.) and with executives from some of our largest clients. Visa is looking for an individual that is an organized with strong program management skills, the confidence and capability to make sound, logical decisions, and with a track record of success in fast-paced environments with demanding timelines.

Responsibilities

The Account Manager is responsible for supporting achieving the account financial plan and strategic priorities for remitter accounts.  This includes active management of day-to-day account activities, growth priorities, issue resolution, program analysis and optimization and client / internal account performance reporting.  The individual will work with functional leaders across a variety of functions: pricing, rules, marketing, legal, and operational teams across regions to influence and shape functional partner prioritization and work efforts including but not limited to: technology builds, corridor expansions, rule changes, pricing changes, authorization performance optimization, network (send and receive) optimization and program lifecycle optimization across pre-launch, launch, ramp, and growth.    

We will be working in an agile environment, so this person must be assertive and proactive to ensure we achieve our goals.  Organizational savvy and interpersonal skills are critical, as we interface with specialized product groups, financial institution, merchant and acquiring sales, client consulting, marketing and corporate communications, legal, and finance to coordinate the end goal of achieving aspirational objectives.  Must be able to pivot and adjust as new information and lessons learned come to light. 

Visa is looking for an individual with a proven record of success in growing client relationships in fast-paced environments with demanding timelines.

Responsibilities include:

• Support account transaction and revenue annual plan for Visa Direct for assigned accounts
  • Track actual transaction and revenue to plan identifying upside opportunities
  • Support the identification of growth opportunities including developing client pitch materials and pro-forma business cases
  • Develop and manage strategies for performance acceleration, including high potential use cases, marketing strategies and growth opportunities (e.g.: new endpoints, corridor expansion)
  • Contribute to the client account plan to achieve financial targets and strategic priorities across all products (e.g.  push-to-card, account and wallet, Account Funding Transactions, Value Added Services, etc.).
• Program manage implementation of account priorities including up-sell, cross-sell endpoint options, routes / corridors / markets, use cases and Value-Added-Services across primary and extended client LOBs.
  • Manage and support existing clients through the sales cycle from opportunity identification, solutioning, and program launch, ramp, and optimization
• Establish a trusted working relationship with the Client to ensure we have the necessary understanding of the client’s strategy and work across internal Visa stakeholders to support and/or accelerate the deliverables
  • Collaborate with client Account Executive(s) to achieve annual plan
  • Partner with Visa Product team to develop the go-to-market strategy and ensure we have the right value proposition and product construct to meet client needs
  • Identify and raise product feature enhancements
  • Work with Marketing to ensure our client facing materials are excellent and help accelerate the learning and launch process
  • Work with Finance and Leadership on forecasting and monthly/quarterly reporting
  • Work with Legal to ensure client contracts drive to successful outcomes for both Visa and our clients
  • Work with Client Services to monitor production issues as needed
  • Collaborate with NA Visa Direct Leadership to share progress and growth through internal reporting and tracking of account plan and financial budget
• Active investigation and management of account program performance, with a drive to resolve issues quickly and completely.
  • Analyze dashboard and identify key trends, bringing in product and client services SMEs to assist as needed
  • Client transaction yield optimization (price / FX)
  • Underperforming program revenue impact and resolution
• Develop Account plans and monthly/quarterly reviews
  • Lead regular review and opportunity solving sessions with the cross functional teams and help problem solve when client plans are stalled
  • Monthly reporting to NA Visa Direct and Market leadership
• This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications

• 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• 4+ years of payment / money movement industry related experience in commercialization, strategy, product management or management consulting
• Creative self-starter with a bias toward action and desire to develop, build, launch and commercialize technology products that delight customers
• Demonstrated success in driving account growth acceleration with innovative product offerings
• Excellent problem-solving skills with a focus on delivering for clients
• Excellent listening and communication skills (both verbal and written), and executive presence
• Ability to explain complex business and technical concepts to a broad audience in an approachable way
• Aptitude to think creatively and identify new ways to innovate and differentiate products
• Passionate about what you do and excited about the opportunity to transform payments
• Possess a high level of professionalism and leadership skills to build business relationships, trust and respect with client, partners, and internal stakeholders
• Strong team player, self-motivated and the ability to work independently at coordinating across functional activities, obtain buy-in and elevate issues at critical junctures appropriately
• Visa or financial/payment industry knowledge preferred; push payments or real-time payments experience a plus

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 155,900.00 to 276,900.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.