Job description

The Client Success Manager for Visa Acceptance Platform (CyberSource) provides high quality technical, service, and project support to an assigned portfolio of high-profile clients, demonstrating technical knowledge of Visa Acceptance products and services and the full suite of payment processing and risk management offerings. The role proactively ensures clients receive comprehensive support across digital channels, tailoring product information to merchant verticals, and partnering with the commercial Account Executive/Account Manager to identify Visa products and solutions that address operational challenges. Core activities include delivering ad-hoc and proactive Technical Support (phone, email, face-to-face), troubleshooting and resolution, managing technical communications with client technical, project, customer service teams and senior executives, and proactively resolving business and technical problems. The position manages new merchant implementations and provides consultative payment guidance, oversees technical escalation and issue management with global front-line support teams, conducts regular and ad-hoc service reviews, and develops strategies aligned to client core business and vertical where CyberSource can add value. The CSM project-manages larger customer engagements involving internal development teams or third-party developers, enters and maintains case information in CRM to ensure appropriate resolution management, offers best-practice advice on CyberSource products and the client’s vertical, advocates and drives product enhancement requests with cross-functional teams, maintains CYBS product/process knowledge expert status, owns and maintains a Service Delivery Plan for each client, and suggests and drives process improvement within the team. This hybrid role is based in Riyadh, Saudi Arabia and supports Visa Acceptance Platform / CyberSource’s key customer base.