Description
The Consultant, Client Success is an individual contributor responsible for owning the holistic post-sale Client Services operational relationship for applicable clients and providing operational support and assistance in growing clients' business.
This role is an exciting opportunity to be at the forefront of Visa's Client Success transformation by partnering closely with key Visa clients to maximize their benefits realization and value from Visa products through optimizing their performance.
Key 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 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 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 other 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/or upcoming changes to ensure client readiness and service compliance.
- 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.
Qualifications:
- 5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD
- Experience analyzing data and translating findings into actionable business recommendations.
- Experience in using standard Microsoft Office tools (e.g., Excel, PowerPoint, Word).
- Experience in representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization.
- Experience in communicating complex technical terms and/or processes in business language tailored to client.
- Experience in building client relationships and creating trust-based relations.
- Experience in success planning and building measurable action plans to help clients achieve their business goals.
- Experience in client engagement and communicating clearly and effectively with clients.
- Experience in prioritizing and multi-tasking under deadlines.
- Experience in monitoring client health and liaising with specialist teams as needed.
- Knowledge of the payment industry (i.e., trends, threats, competitors, regulatory environments).