Senior Consultant, Client Success

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

What a Senior Consultant, Client Success does at Visa

The Sr. Consultant enables new client capabilities, promotes product adoption and optimizes client performance. In this role you will be leading Client Services operational engagements for key global and regional Acquirers. This position requires execution, analytical skills, and client relationship abilities. This role works independently. The position requires a high level of technical proficiency, execution and analytical skills to succeed by supporting clients with complex problems and optimization opportunities. The individual is expected to have a keen insight into Visa's product offerings, best practices, and calls for deep collaboration and partnership with leadership across functions (e.g., Client Services, Sales, Product).

In this role, you are expected to

• Partner with Account Executives (AEs) to lead operational activities with our client providing an advanced level of technical consultation on systems and services.
• Act as liaison for the client and provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
• Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing and settlement, back-office processing)

• Represent complex customer change requests, system, or operational requirements, negotiate, and manage expectations.
• Lead operational activities with key stakeholders.
• Develop and deliver client success plans and delivery roadmaps for key Global as well as Regional Acquirers, supporting key client objectives and Visa initiatives.
• Support periodic operational reviews with Clients and Visa stakeholders, incorporating input, comparison and client progress against product metrics.
• Ensure that Client Services team deliver Visa’s objectives whilst helping to drive client success and a high level of client satisfaction. 
• Assist in incident management, identifying processing problems and client impacts, communicate ongoing situation status and resolution.
• Work with our clients to manage assignments such as client initiatives, or change requests that are diverse in scope, and determine the appropriate courses of action to deliver.

• Proactively identify analytical insights about client performance and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.

• Identify additional business opportunities for clients, drive value-added services and new payment flows to increase service quality as well as revenue.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

We are looking to hire candidates who have already accumulated a variety of experience, you will be curious about the payments industry, results-driven and client-centric. As a candidate, you should have:

• A bachelor’s degree or equivalent qualification with at least 10 years of experience in a customer support role in software, financial or information services, or with at least 6 years knowledge on payment systems services.
• Acquiring and Merchant knowledge and functional experience in digital payment operations, preferably Visa, supporting highly complex clients and services
• Working knowledge of Visa systems including authorization and clearing systems, network tokens, client connectivity, Visa Settlement Services.
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions.
• Advanced analytical skills demonstrating the ability to extract, analyze and provide insights based on the data.
• Certifications or qualifications in Client and Customer Success, project management or related areas of practice and expertise.
• Intermediate proficiency in the following skills:
  • Building client relationships - Build credibility and create trust-based relations, partner with clients to build their business
  • Becoming customer centric - Listen to and prioritize customer needs to drive value realization and build trusted partnerships
  • Success planning - Build measurable actions plans to help clients achieve their business goals and realize value from their products or solutions
  • Client engagement - Communicate clearly and effectively with clients
  • Proactiveness - Think ahead and take action
  • Critical thinking - Take ownership over problems and find creative solutions to complex problems
  • Technical skills – Continuous acquisition, application, and refinement of technical skills relevant to the role and payments

What will also help:

• Demonstrated, detailed knowledge of the full breadth of systems, products and services offered by Visa
• Demonstrate success in client relationship management

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.