Sr. Consultant, Client Success

The Sr. Consultant Client Success is an individual contributor responsible for owning the holistic post-sale Client Services relationship for applicable clients and providing operational solutions in support of growing clients business. The Sr. Consultant is a trusted client advocate and works proactively with their client portfolio to enable new capabilities manage geographic expansion and promote product adoption. The role requires a high level of professionalism leadership and interpersonal skills to manage relationships with a variety of internal and client stakeholders.

This role is an exciting opportunity to be at the forefront of Visas Client Success transformation by partnering closely with key Visa clients to maximize their benefits realization and value from Visa products through optimizing their performance. Working in conjunction with Account Team members from Sales and Product you will proactively drive Client Success outcomes in alignment with Visas business agenda as detailed in the Sales Account Plan. The individual will also define and deploy client support and service implementation strategies including automated tools and capabilities to enhance the client experience that drive value for our clients and support Visas strategy.

This role serves as a functional specialist located in insert North America and reporting to the Senior Director on the NA Shared Services team.

The Client Success Shared Services team is responsible for providing operational assistance to a large and diverse number of Visa clients. The team acts as a central hub responsible for helping clients resolve issues and drive improvement opportunities to completion.

Responsibilities include :

• Oversee the implementation of new Visa products the Client purchases by coordinating key Client and Visa teams to expedite implementation readiness activities and steer the client toward getting faster time to value and maximize adoption of deployed products.
• Ensure Client operational goals and success metrics for their overall Visa product landscape are understood.
• Build and sustain a trusted client advocate status with key client stakeholders by proactively executing against forward looking Client Success Plans in alignment with the Account Team to track client specific outcomes including a clients adoption and performance of Visa products purchased.
• Drive and deliver initiatives to improve client adoption of products and use of Visas self-service tools.
• Stay current with the latest local market trends payment processing trends Visa solutions and technologies to provide a great Client experience and generate new sales leads as solutions to identified client pain points.
• Establish working relationships with Client Services and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.
• Develop client education and training materials (including webinars) to communicate new Visa Rules essential mandates Visa Business Enhancement Releases and / or upcoming changes to ensure client readiness and service compliance.
• Lead periodic operational reviews with clients and Visa stakeholders.
• Act on an ad-hoc and as needed basis for applicable clients as the escalation point for managing significant issues and major incident / crisis responses.
• Showcase operational excellence by supporting cross-functional initiatives to improve the Client experience incorporating automated solutions to drive efficiency and productivity.
• Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.
• As applicable coordinate with global regional and or in-market Client Success team members to maintain a continuous 360-degree view of the Client and deliver a consistent operational relationship experience.

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

Qualifications : Basic Qualifications

Preferred Qualifications

Intermediate proficiency in the following 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.

Visa welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Remote Work : No

Employment Type : Full-time

Key Skills

Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients

Department / Functional Area : Customer Service

Experience : years

Vacancy : 1