Sr. Consultant, Client Success

Overview 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 at the forefront of Visa’s Client Success transformation by partnering with key Visa clients to maximize benefits realization and value from Visa products through optimizing performance. Working with Account Team members from Sales and Product, you will proactively drive Client Success outcomes in alignment with Visa’s 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 to enhance the client experience and drive value for our clients and Visa’s strategy. This role serves as a functional specialist, located in 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. This is a hybrid position. Location details to be confirmed by the hiring manager. Responsibilities 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 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 adoption and performance of Visa products purchased. Drive and deliver initiatives to improve client adoption of products and use of Visa’s self-service tools. Stay current with 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 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 upcoming changes to ensure client readiness and service compliance. Lead periodic operational reviews with clients and Visa stakeholders. Escalate as needed for applicable clients to manage 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. Coordinate with global, regional and in-market Client Success team members to maintain a continuous 360-degree view of the Client and deliver a consistent operational relationship experience. Position is hybrid; details to be confirmed by the hiring manager. Qualifications Basic Qualifications 8 or more years of relevant work experience with a Bachelor\'s degree, or at least 5 years of experience with an Advanced Degree (e.g., Masters, MBA, JD, MD) or 2 years of work experience with a PhD. Preferred Qualifications 9 or more years of relevant work experience with a Bachelor\'s Degree or 7 or more years with an Advanced Degree (e.g., Masters, MBA, JD, MD) or 3 or more years of experience with a PhD. Analytical skills to extract and synthesize data into business solutions and provide sound analysis. Able to communicate complex technical terms and processes in business language tailored to client. Self-starter able to achieve results as part of an effective team (across countries and time zones). Able to effectively prioritize and multi-task under deadlines. Experience presenting technical and/or business issues and solutions to influence audiences at multiple levels of an organization, including executives, in support of strategic business plans. In-depth knowledge of the payment industry (i.e., trends, threats, regulatory environments). Certifications or qualifications in Client Customer Success, project management or related areas of practice and expertise. Skills Building client relationships: Build credibility and create trust-based relations and 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 action plans to help clients achieve their business goals and realize value from their products/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. Additional Information Visa is an EEO Employer. Qualified applicants will be considered 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. #J-18808-Ljbffr