Vice President – Head of Client Enablement
| Company | Visa |
|---|---|
| Location | Austin, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s, Master’s, MBA, JD, MD |
| Experience Level | Expert or higher |
Requirements
- 12 years of work experience with a bachelor’s degree or at least 10 years of experience with an Advanced degree (e.g., Masters/MBA/JD/MD) or at least 8 years of work experience with a PhD.
Responsibilities
- Build and execute a holistic client enablement strategy that encompasses customer success, onboarding, delivery and implementation.
- Develop, lead and inspire a high-performing global team across the four focus areas, fostering a culture of excellence, collaboration, and continuous improvement.
- Partner with executive leadership team to align client enablement initiatives with the company’s strategic goals and objectives.
- Oversee the Customer Success team to ensure platform adoption and maximize the value captured from our products and services.
- Implement and monitor key performance indicators (KPIs) to measure revenue impact through client satisfaction, retention, and growth.
- Develop strategies to proactively identify client needs, and possible opportunities for upselling and cross-selling.
- Compress revenue cycles by leading an effective project organization that helps our clients go into production faster.
- Lead the Client Onboarding team to ensure a seamless and efficient onboarding process, accelerating time-to-value for new clients.
- Develop and refine onboarding methodologies, tools, and resources to enhance client experience and engagement.
- Collaborate with sales, product, and technical teams to ensure a smooth transition and integration for new clients.
- Oversee the Delivery and Implementation team to ensure successful deployment and adoption of our solutions.
- Establish best practices and frameworks for project management, ensuring on-time and on-budget delivery.
- Collaborate with clients to understand their unique requirements and tailor implementation plans to meet their needs.
- Partner with sales, marketing, product, and support teams to ensure a cohesive and consistent client experience across all touchpoints.
- Provide client insights and feedback to the product team to drive product enhancements and innovation.
- Collaborate with marketing to develop client-facing materials, case studies, and success stories.
- Establish and monitor KPIs for each focus area, providing regular reports to executive leadership on performance and progress.
- Utilize data and analytics to drive decision-making, optimize strategies, and continuously improve client enablement initiatives.
Preferred Qualifications
- 15+ years of experience in client success, customer experience, or a related field, with at least 10 years in a leadership role overseeing multiple functions.
- Proven track record of developing and executing successful client enablement strategies across customer success, onboarding, delivery, and partnerships.
- Strong understanding of client relationship management and best practices in client success and implementation.
- Excellent communication and interpersonal skills, with the ability to build and maintain strong client and partner relationships.
- Demonstrated ability to lead and inspire a diverse team, fostering a positive and collaborative work environment.
- Analytical mindset with the ability to leverage data to drive decisions and measure success.
- Experience working in a technology company, in the payments industry.
- Experience leading a global organization, or experience dealing with clients in different parts of the globe.