Implementation Analyst

Purpose:

This position is responsible for creating an excellent customer experience from post-sales through integration of our products and services. The customer for this role is both internal (Solution Engineering & Implementation teams) and external in the form of partners and issuers. The position will focus on managing migration and ancillary projects for our customers, such as: SFTP integrations, content changes, BIN decommissioning, BIN adds, brand adds, configuration changes, and more. Secondarily, this position will help support our effort to build/maintain documentation, standard operating procedures, workflow/process improvement, training, and scale growth. This role focuses on ensuring internal and external customers can leverage our solutions quickly and effectively.

Essential Functions:

• Lead Customers through our onboarding and implementation process
• Follow standardized Customer implementation procedures
• Successfully manage projects to completion in a timely manner
• Ensure all implementations are completed accurately and efficiently
• Coordinate kick-off calls with customers to ensure a successful start to the project
• Coordinate resolution of issues by working with the required stakeholders
• Successfully manage multiple customer engagements concurrently
• Work with downstream payment service providers, card networks & other 3rd parties during the implementation
• Keep management informed of critical issues, strategic opportunities, and issue status
• Prepare and present any required reports to requestor and management as required
• Identify opportunities for technology and our internal procedures to enhance, improve and speed the implementation process

Additional Responsibilities:

• Stay informed and attend (or watch recording) all training sessions to ensure you understand all the newest features and functionalities of VCAS to apply them with our customers
• Adopt a solution-oriented mindset and continue to think how we can improve our customer experience
• Embrace teamwork while promoting a positive culture of openness and flexibility
• Keep CRM current

Competencies:

• Accurately identify the customer’s needs and ensures the correct expectations are set
• Consistently meets commitments to internal and external stakeholders
• Adapts own tasks, priorities, and behaviors in response to meeting stakeholder commitments
• Participates in process improvement sessions to assess gaps, roadblocks, and bottlenecks
• Is aware of project management concepts and understands basic methods and tools
• Documents and updates process in line with defined process and methodology
• Works towards agreed project timelines, milestones, and scope
• Demonstrates understanding of successfully implementing migration projects, ancillary projects and VCAS solutions
• Demonstrates understanding of tools used to successfully implement projects
• Understand customer needs and can articulate the customer’s view
• Understand 3D Secure, the benefits, how it works, and all stakeholder responsibilities.

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

Qualifications

Basic Qualifications:

2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications:

3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)

Process flow and documentation experience in a software or technology related environment

Multilingual in English/Russian

Bachelor's degree in Business, Finance, Technology, or other related discipline

In lieu of degree, a high school diploma/equivalent with four or more years related experience and/or training or equivalent combination of education and experience will be considered

1+ year experience in project or implementation management

•Strong written and verbal communication skills

Have a solution-oriented attitude

Good relationship management skills

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.