Consultant, Client Success

What a Consultant, S-CSM does at Visa:

The Asia Pacific (AP) Specialist Client Success Management team provide knowledge and expertise on Consumer and Value-Added Services. The Client Services team plays a critical role in ensuring flawless delivery and service for Visa products and solutions for our clients.

The S-CSM is an individual contributor who uses specialized knowledge in one of Visa’s lines of business (including Consumer, Issuing, Acceptance, or Risk and Identity Solutions) to take insights from client data and deploy strategic analysis of client performance and behavior with the goal of accelerating key implementation projects, recovering lost deals, and optimizing performance of live systems. The S-CSM will be measured on success across these key elements of performance in their given set of client deals and projects.

The S-CSM must thrive in a matrix environment, collaborating across stakeholders and coordinating delivery of key results. Stakeholder groups include regional Client Services (CS) personnel such as generalist CSMs, regional Sales and Account Executives, and Product. The S-CSM should be well versed in performance data analysis, program management, and cross-functional stakeholder management.

This role serves as a functional specialist, located in Singapore and reporting to Senior Director, SCSM.

Responsibilities includes:

• Lead and drive business objectives and client engagement, measuring, prioritizing and communicating delivery as necessary.
• Drive successful outcomes from an assigned set of opportunities for optimization, acceleration, and recovery of client usage of Visa products

  • Optimize Engage with clients whose adoption and usage of a Visa product or solution is lower than expected. Use provided data to complete a personalized opportunity analysis, and work with the client to put recommended changes into effect to optimize usage

  • Accelerate Engage with clients who have recently purchased a Visa product to provide white-glove assistance throughout the implementation process, ensuring timely and successful go-live and preventing delays or under-utilization

  • Recover  Engage with clients who have cancelled a Visa solution project, understand the reasons for cancellation and work to get the project re-started

• Ensure Client operational goals and success metrics for the product landscape are understood.

• Foster and sustain trusted partnerships with internal Account Team members by aligning on the forward-looking relationship strategy and optimization opportunities and executing against Client Success Plans.

• Drive and deliver initiatives to improve client adoption of products and use of Visa’s self-service 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 relationships with Client Services and other cross-functional teams within Visa to deliver subject matter expertise consultation as needed to optimize client performance.

• Provide subject matter expertise and consultation to Visa clients by leveraging insights and understanding of their local market(s) and product needs to continually enhance the Client experience.

• Support periodic operational reviews with Clients and Visa stakeholders, incorporating input, comparison and client progress against product metrics.

• Deliver operational best practices and client processing optimization to the markets.

• Provide accountability for operational client satisfaction.

• Translate complex customer business needs into opportunities for system and service solutions.

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

• Bachelor’s degree or equivalent qualification
• Minimum of 8+ years of success in a customer success or Technical account management role within software, financial, or information services, with at least 8 years of experience in payment system services
• Functional experience in payment cards operations, supporting highly complex clients and/or services
• Deep knowledge of banking, credit cards clearing and payments
• Strong working knowledge of Visa products, with emphasis on one of the Consumer and VAS lines of business.
• Demonstrated expertise in using data to analyze client performance and identify areas for improvement
• Medium-to-high level of technical proficiency with proven ability to support clients with complex problems and optimization opportunities
• Experience representing technical and business issues and solutions to influence audiences at various levels of an organization
• Strong client success focus, with proven ability to communicate directly with clients and build trusted-advisor relationships
• Technically proficient in Specially on Loyalty, issuing processing and dispute solutions
• Excellent presentation skills, including strong oral and written communications
• Experience in Tableau, Kibana, data bricks or other data analytics tool.
• Ability to manage complex analytical analysis
• Core competencies include:
• Building client relationships. Establish credibility and create trust-based relations, partner with clients to grow their business.
• Becoming customer centric. Listen to and prioritize customer needs to drive value realization and forge trusted partnerships.
• Success planning. Develop measurable action plans to help clients achieve their business goals and realize value from their products and solutions.
• Client engagement. Communicate clearly and effectively with clients.
• Proactiveness. Anticipate needs and take proactive measures.
• Critical thinking. Take ownership of problems and devise creative solutions to complex challenges.
• Technical skills. Continuously acquire, apply, and refine technical skills relevant to the role and payments industry.

What will also help:

• Working knowledge of Visa systems including authorization & clearing systems, client connectivity, Visa Settlement Service
• Strong working knowledge of payments network and processing services, as well as of client business drivers for their operations and processing businesses
• 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.