Consultant, Client Success

• Support and/or 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 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.
• Participate in the design and delivery of initiatives to improve client adoption of products and use of Visa’s self-tools.
• Stay current with the latest payment processing trends, Visa solutions and technologies to provide a good 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.
• Support development of 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.
• Support and/or 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.
• Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.

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

Analytical skills to prepare and summarize data into business solutions and provide sound analysis
Able to communicate complex technical terms and/or 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 using standard Microsoft Office tools (e.g., Excel, PowerPoint, Word)
Experience representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization
Knowledge of the payment industry (i.e., trends, threats, competitors, regulatory environments)
Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise.
Basic to 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/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

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.