The Consultant, Client Success Manager is an individual contributor responsible for owning the overall post-sale Client Services relationship for applicable clients (issuers, acquirers, processors, enablers, fintechs, wallet providers and merchants) providing operational and optimisation solutions in support of growing our clients’ businesses and achieving their strategic growth priorities by achieving the highest value and impact from Visa’s products and services.
This role serves as a functional specialist, located in Istanbul/Turkiye and reporting to Director, Client Services (Greece, Cyprus, Malta, Israel, Turkiye).
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 client’s 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 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 teams and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.
- Close alignment and engagement with sales account teams on driving the objectives and targets for the client, in line with client success outcomes, and ensuring early engagement to secure client’s earliest return on investment
- Develop/ contribute to 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 at market/ regional or global level (as applicable).
- 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.
- Proactively identify and drive opportunities to optimize client performance by monitoring client performance 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.
- Delivering Operational Resilience Support - to disseminate approved Corporate Communications’ messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event, coordinating and escalating queries where appropriate (as per agreed Crisis Management Plan).
- Experience in a customer success / customer services role in financial services, payment cards, software or information services industries.
- Excellent verbal, written, presentation and interpersonal skills are required.
- In-depth knowledge of the payment industry (i.e., trends, threats, competitors, regulatory environments)
- Analytical skills to extract and synthesize relevant data into business solutions and provide sound analysis
- Able to communicate complex technical terms and/or processes in business language tailored to client environment
- Self-starter able to achieve results as part of an effective team (across countries and time zones) and execute with minimal supervision
- Able to effectively prioritize and multi-task under deadlines
- Good project planning and project management capability and experience is an added advantage
- Experience representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization, including executives, in support of strategic business plans
- Experience using data points to create storyline within the context of client use cases will also be advantageous
- Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise is a strong advantage.
- Fluent in both Turkish and English
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.
