Consultant, Client Success
Consultant, Client Success
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Pismo is seeking a Client Success Consultant to support new and existing customers (B2B) helping to drive retention increase users engagement and maintain high levels of customer satisfaction. The Client Success Consultant acts as a trusted advisor to our customer helps communicate the value of the Pismo products and responds to customer needs questions and requests. You will not personally perform projects or resolve issues for the customer. However you will work closely with internal teams and will be responsible for actively managing clients requests. You are expected to be able to navigate through different areas and levels at Pismo.
We expect you to:
Build long-term strategic relationships with key stakeholders in your portfolio and develop a deep understanding of your customers business processes goals and strategies.
Serve as the primary point of contact for your assigned accounts fostering trust and confidence in our partnership.
Meet with customers on a regular basis to discuss business and tactical challenges they may be facing to understand their definition of success with Pismo and to offer proactive advice on how to optimize or enhance the use of Pismo platform.
Develop a deep understanding of the customers business and industry to provide solutions and advice.
Work closely with customers to create and execute a successful plan that aligns with their business objectives and strategy. Also maximize the value they receive from our solutions by managing program engagements.
Act as a customer advocate within the company being the voice of the customer representing their feedback and needs.
Ensure timely resolution of customer issues working closely across Pismo teams.
Manage and follow up on clients KPIs within Pismo (developments execution platform performance and others).
Analyze and have critical thought on clients data to perform a strategic analysis and take decisions based on data.
Provide education and resources to customers to enable them to effectively use our products/services.
Conduct regular check-ins to ensure customers are leveraging the full capabilities of our offerings.
Influence the company to adapt or create new processes with a focus to provide better experience to our customers. Continuously improve the Client Success area partnering with your peers to scale the organizational capabilities.
Coordinate with the Account Manager (Sales) to create and share roadmaps on customers functional use of Pismo Products and contributing to long-term strategic planning.
This is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice.
Qualifications :
What were looking for:
- 8 years of professional experience in Customer Success (preferable) or similar roles ideally in a hyper-growth environment of B2B model;
- Industry experience in Payments Cards processing and Banking;
- The ideal candidate is a proactive person driven by data to anticipate problems.
- Ability to develop a continuous and evolutive job to straighten the relationship with clients and establish technical discussions with clients.
- Program management capability;
- Structured and critical thinking and high focus on strategy and results;
- Detail-oriented with strong analytical writing and communication skills;
- Innovator soul and receptive to changes;
- Ability to develop strong relationships at C-level of enterprise companies;
- Influence ability to implement new processes that result in a client excellence experience;
- Track record of high customer satisfaction;
- Experience working with a full lifecycle of customer success;
- Fluency in written and spoken English.
Nice-to-have:
- Technical related expertise (development infrastructure familiarity with architectural design) Cloud knowledge (AWS Azzure Google).
- Proficiency in Spanish is considered an advantage.
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 :
Yes
Employment Type :
Full-time
Employment Type
Remote
Company Industry
Department / Functional Area
Customer Service
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
