Consultant, Client Success

We are seeking a Consultant, Client Success to own the holistic post-sale Client Services operational relationship for applicable clients and provide operational support and assistance in growing clients' business.

The Consultant will be a trusted client advocate and work proactively with their client portfolio to enable new capabilities, manage geographic expansion, and promote product adoption.

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.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Basic 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).

Preferred Qualifications:

• 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise.
• Experience in becoming customer centric by listening to and prioritizing customer needs to drive value realization and build trusted partnerships.
• Experience in proactiveness by thinking ahead and taking action.
• Experience in critical thinking by taking ownership over problems and finding creative solutions to complex problems.
• Experience in supporting 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.