Client Success Analyst – Card Issuing

Job Description

Analyst, Client Success | Visa

The Tone:
This is a full-time role at Visa, located in Bangalore, India. Visa is a world leader in payments technology, facilitating transactions across more than 200 countries and territories, dedicated to uplifting everyone everywhere by being the best way to pay and be paid. This role is crucial for ensuring clients achieve their desired business outcomes from the Pismo platform, driving customer satisfaction and product adoption. You will create impact at scale by tackling meaningful challenges and seeing your contributions affect lives globally.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person Bangalore, India

• Team: Individual contributor, collaborating cross-functionally with Product, Engineering, Operations, Support, and Commercial teams.
• Mission: Ensure a portfolio of Pismo clients achieves their desired business outcomes, driving customer satisfaction and product adoption.
• Tech Stack: Pismo’s card issuing platform, API-based platforms, modern cloud technologies.

What You’ll Actually Do
• Customer Ownership: Serve as the primary owner for an assigned portfolio of customer accounts, understanding their business objectives to ensure effective use of Pismo’s card issuing platform.
• Health & Satisfaction: Proactively monitor and improve Customer Health Scores, driving satisfaction and Net Promoter Score through engagement, identifying risks, and executing action plans.
• Value Realization: Ensure customers realize the value of their investment in the Pismo platform, driving adoption of contracted products and identifying opportunities for increased utilization.
• Technical Coordination: Act as the coordination point between customers and internal Product, Engineering, Operations, and Support teams, managing issues through resolution and ensuring timely communication.
• Stakeholder Management: Build productive relationships with customer operational and management stakeholders, coordinating effectively across internal teams, and preparing performance reports and insights.

The Must-Haves
• Background: Bachelor’s Degree or an Advanced Degree. Experience in Customer Success, Client Services, Technical Account Management, Program Management, Payments Operations, or Consulting within the payments, card issuing, fintech, banking, SaaS, or technology industries.
• Experience: 3-6 years of experience in relevant fields, with a strong understanding of customer lifecycle management and customer success principles. Demonstrated ability to independently manage customer relationships and workstreams is required.
• Skills: Strong analytical, communication, and problem-solving skills; demonstrated ability to coordinate cross-functional teams and manage competing priorities; excellent written and verbal communication skills.
• Bonus: Knowledge of card issuing, authorization processing, disputes, settlement, digital wallets, and payment network ecosystems. Experience working with API-based platforms and modern cloud technologies, familiarity with Visa and Mastercard issuing environments, and experience managing customer health programs and business reviews are beneficial.