Senior Consultant Client Success

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

We’re seeking a Client Success Senior Consultant to act as Global Enterprise Lead for a select group of Visa’s most important global clients. This high‑impact individual contributor role owns the end‑to‑end global Client Services relationship, serving as the central point of contact for Client Services and partnering closely with regional and country Client Success Managers to deliver a consistent, world‑class client experience across all markets.

In this strategic, client‑facing role, you will work alongside global Sales and Product teams to proactively drive client success outcomes, engage executive‑level stakeholders, and ensure clients maximize value from Visa’s solutions. The position requires strong professionalism, thought leadership, and the ability to operate confidently with senior decision‑makers at both the client and within Visa.

Reporting to the Director of Money Movement Client Success, the role is based in London, placing you near key client headquarters. You will operate independently while following global CSM methodologies and play a central part in Visa’s Client Success transformation, partnering with major payment ecosystem players to enhance performance, value realization, and long‑term partnership success.

Responsibilities:

• 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
• Act as an important member of the Sales Account Team aligning on the forward looking relationship strategy based on key Client and Visa goals alongside and in partnership with the global Account Executive
• Foster and sustain a trusted client partner with key client executives and stakeholders by proactively executing against forward looking Client Success Plans which tracks a clients adoption usage and health index for Visa products purchased
• Ensure that Client operational goals and success metrics for their overall Visa product landscape are strongly understood With intended outcomes met and client readiness activities for upcoming mandates and projects tracked and measured in Client Success Plans
• Measure and track additional client specific outcomes based on major client pain points and strategic objectives leveraging Visa products and services as applicable to help support the client achieve these
• Support and may oversee implementation of new Visa products purchased by Clients by coordinating key Client and Visa teams to expedite implementation readiness activities and steer Client toward faster time to value and maximized adoption of deployed products
• Identify and generate leads drive growth initiatives and implement opportunities to improve the client experience by data driven optimization and streamlining of operational processes
• Coordinate and closely collaborate with applicable regional and in market Client Success Managers who continue to manage local client relationships to ensure they are aligned to a global Client relationship strategy and deliver a consistent client experience
• Run strong global operational reviews with the clients and Visa stakeholders incorporating input comparison and Client progress against metrics across all of the client markets and entities
• Oversee the implementation of new Visa products the Client purchases by coordinating key Client and Visa teams globally to expedite implementation readiness activities to steer the client toward getting faster time to value and subsequently maximize adoption of deployed products
• Maintain strong relationships within Client Services and other cross functional teams within Visa to orchestrate subject matter expertise consultation as needed to optimize client performance
• Maintain a continuous 360 degree view of the Client for communicating sharing internally or externally
• Keep a high level view of the Clients entire Client Services experience from a global context monitoring which problems are affecting certain geographies and proactively manage future risk accordingly to help save the client revenue
• Manages effectively within a matrix environment as relevant to the GEL framework by monitoring the progress of market regional CSM deliverables against the global Client KPIs agreed on the Client Success Plans
• Provide a global perspective and thorough communication of new Visa Rules essential mandates Visa Business Enhancement Releases and upcoming changes to ensure Client readiness and service compliance through delivering strong Client educational training
• Act on an ad hoc and as needed basis as the central escalation point for managing client escalations concerning significant issues incidents and to support major crisis responses by maintaining ongoing interaction with clients to meet their specific needs throughout
• Provide a thought leadership viewpoint on the latest global payment processing trends Visa solutions and technologies to provide an outstanding Client experience and generate new Sales leads to solve identified client pain points

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

Qualifications

• Experience with roles in Support, Pre-sales and Project Management in the financial services, payment industry, software or information services is required
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions
• Experience in engaging with senior management level stakeholders at clients
• Stakeholder management with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit and proven abilities in organizational, conceptual, and logical problem solving
• Superior interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels.
• Demonstrated ability to articulate complex technical terms or processes into business language
• Ability to set priorities and manage customer expectations, and work both as part of a team and independently
• Excellent time management, organization, and planning skills
• Excellent verbal, written, presentation and interpersonal skills are required.

What will also help:

• A preferred candidate would have a broad operational experience relating to remittance and money movement solutions, SWIFT and domestic ACH standards, as well as working knowledge related to clearing, client connectivity, and settlement. Additionally, knowledge of card issuing and acquiring solutions would be beneficial.
• You should be able to relate operational needs of the client to their business drivers. They would be committed to excelling with partners, with a record of accomplishment in understanding, anticipating and delivering the client’s needs.

Additional Information

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.