Consultant, Client Success
Consultant, Client Success
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Job Description
What is it all about
The Consultant CSM for Merchants will be considered as the functional expert for their clients processing and operational business. In addition the key responsibilities outlined below for this role as part of the Client Services Client Success team.
What we expect of you day to day:
Takes ownership & accountability for the overall client services experience for a set of assigned Merchants across Europe to develop and maintain strong relationships with merchants acting as their primary point of contact for all Visa-related inquiries and support.
Liaise and collaborate across Visa to ensure their clients needs are understood.
To coordinate communicate and govern client readiness for mandates enterprise and market initiatives including but not exclusive to Business Enhancements and with a particular focus on where mandates apply to acquirers that merchants also need to act upon to ensure the collective Visa ecosystem is aligned and within compliance
Provide insight and input within cross functional Visa organizations for new or changing products and services which may impact their clients including Visa rules and transaction research.
Act as liaison for the clients problem management proactive identification of processing inefficiencies service change support and system enhancement support. Noting that often for merchants this will require alignment with acquirers and to reach across the ecosystem and market that merchants may need to drive
Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner whilst managing costs and increasing overall transaction performance (including authorization usage clearing & settlement back-office processing) and then providing insights and recommendations for improvement.
Represent customer change requests system or operational requirements negotiate and manage expectations internally and externally with support for senior colleagues and management as relevant to the complexity of the issue or request.
Gather feedback from merchants and collaborate with internal teams to enhance Visas offerings and address any gaps.
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.
Identify and analyse processing issues with client impacts consistently communicate situational status and resolution advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
Enagage the seniors colleagues and experts to provide training to merchants as relevant for the context of the support model.
Contribute to 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.
Perform ongoing proactive operational reviews with client to include billing and transaction processing identifying and discussing opportunities to make improvements including the preparation of regular reports on merchant performance satisfaction and any issues sharing insights with relevant stakeholders.
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.
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.
Lead periodic operational reviews with clients and Visa stakeholders at market/ regional or global level (as applicable).
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 with support from senior colleagues and management team.
Proactively identify and drive opportunities to optimize client performance by monitoring client performance and liaising with specialist Visa teams as needed.
As applicable 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 :
What were after...
- Experience in Payments preferably on Acquirer side is a MUST
- 5 or more years of relevant work experience in Payments Industry
- Experience in roles such as Analyst Product Cons/Specialist or Sales Support are welcome.
- The Consultant Client Success Manager for Merchants 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 Visas 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 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 functional specialist located in Warsaw and reporting to Client Success (EU merchants).
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
