Description
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.
This role requires a high level of professionalism, leadership, and interpersonal skills to manage relationships with a variety of internal and client stakeholders.
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 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 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.
- 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/or in-market Client Success team members to maintain a continuous 360-degree view of the Client and deliver a consistent operational relationship experience
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Basic Qualifications:
- 8 or more years of relevant work experience with a Bachelor 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:
- Experience analyzing data and translating findings into actionable business recommendations.
- Experience in communicating complex technical terms and/or processes in business language tailored to client.
- Experience in achieving results as part of an effective team across countries and time zones.
- Experience in effectively prioritizing and multi-tasking under deadlines.
- 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 in payment industry trends, threats, competitors, and regulatory environments.
- Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise.