Job Description
Company Description
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you’ll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.
Progress starts with you.
Job 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. The Consultant is a trusted client advocate and works proactively with their client portfolio to enable new capabilities, manage geographic expansion, and promote product adoption.
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. Working in conjunction with Account Team members from Sales and Product, you will proactively drive Client Success outcomes in alignment with Visa’s business agenda as detailed in the Sales Account Plan. The individual will also define and deploy client support and service implementation strategies, including automated tools and capabilities to enhance the client experience, that drive value for our clients and support Visa’s strategy.
This role serves as a functional specialist, supporting the North America market. This role will form part of the Client Success Management that support our Regional clients, ensuring world-class service.
Responsibilities include:
- 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 the office will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications:
- 5 or more years of relevant work experience with a Bachelors 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
Preferred Qualifications:
- 6 or more years of work experience with a Bachelors 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
- 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
Additional Information
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
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.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for this position is 109,800.00 to 175,700.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
