Sr. Consultant, Client Success
Sr. Consultant, Client Success
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Job Description
The Sr. Consultant Client Success Manager (CSM) 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. The Sr. Consultant is a trusted client advocate and works proactively with their client portfolio to enable new capabilities manage geographic expansion and promote product adoption. The CSM in partnership with the Account Executive team also identifies Visa products and solutions that can help address client operational challenges. The role requires solid foundational knowledge of payments processing high level of professionalism leadership and interpersonal skills to manage relationships with a variety of internal and client stakeholders.
This role is an exciting opportunity to be at the forefront of Visas Client Success transformation by partnering closely with key Visa Global Regional and Big Tech 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 Visas 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 Visas strategy.
This role serves as a Global Regional and Big Tech Clients segment located in LAC reporting to the VP CSM Regional Lead of Client Services team.
Responsibilities include:
- Oversee the client implementations of new Visa products by coordinating key Global and Regional Clients 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 Global Regional and Tech Clients 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 clients adoption and performance of Visa products purchased.
- Drive and deliver initiatives to improve client adoption of products and use of Visas 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 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.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications :
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
9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters MBA JD MD) or 3 or more years of experience with a PhD
Solid foundational knowledge of payments processing and big tech (processors and enablers visa clients)
Analytical skills to extract and synthesize relevant 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 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
In-depth 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
Intermediate proficiency in the following skills:
Building client relationships: Build credibility and create trust-based relations and 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 :
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.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
