Client Success Consultant

Madrid - Spain

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Department:

Customer Service

Job Summary

As Visa continues a path of innovation and growth where we are focused on a clients lifecycle with a client centric mindset at the core of all we do we are searching for a Consultant in the Client Success team within Visas Client Services function to strengthen our presence in Spain and the global footprint.

This is an exciting opportunity within the operational side of the Visa payment ecosystem to develop and nurture Visas relationships with existing Clients (i.e. large banks/financial institutions/strategic partners) and optimize their existing Visa transaction performance.

The Global Client Success Manager is a pivotal individual contributor role accountable for the day-to-day operational needs of one of Visas key Global Clients located in Europe.

Work closely with stakeholders across Visa and the dedicated global client acting as a key ambassador for Client Services and delivering Visas global client success model.
Serve as a functional specialist working independently within global CSM guidelines to manage complex operational topics and support mandates project implementations and consulting initiatives that help clients grow their portfolios.
Collaborate with and influence localmarket and Shared Services Client Success Managers to ensure alignment under a unified global strategy and single client success plan including a consolidated global operational view and relevant local operational reviews.
Identify and drive operational improvement opportunities to strengthen client performance and maximize return on existing Visa products.
Provide a global perspective on Visas issuing acquiring and processing solutions to ensure a holistic client services experience.
Deliver structured proactive operational relationship management through monthly/quarterly reviews and participation in broader business reviews.
Build and manage client priorities strategies and outcomes within jointly agreed account plans in partnership with Account Executives and crossfunctional Visa teams.
Collaborate with the client to identify strategic opportunities enhance operational costeffectiveness and deliver suitable solutions to moderately complex challenges.
Lead delivery of operational and strategic initiatives including new business enablement product and solution rollout business enhancements and client education on tools and services.
Improve operational performance across authorization authentication billing disputes cost efficiency compliance and processing optimization.
Support crisis management by communicating approved corporate messages maintaining ongoing client communication and coordinating escalations as required.
Travel approximately 20% within Europe with occasional travel outside Europe depending on client needs

Key Metrics & KPIs

Contribution to Client Satisfaction and Net Promoter Scores.
Delivery against regional and country scorecard targets including growth and adoption of Visa products and services.
Ensuring client compliance with operational rules and mandates including planning and support for compliance releases.
Effective use of Visas OneCRM (Microsoft 360) to capture required client interactions.
Achievement of annual individual goals and Client Services OKRs.
Effective coordination of escalations during rare operational crisis events to minimize client impact.
Acceleration of client return on investment including fastest timetofirsttransaction for new deals.
Constructive feedback and contributions to internal process improvements.
Active collaboration across Client Services and with crossfunctional Visa teams (e.g. Sales Product) globally and locally.

Qualifications :

Self-starter with a demonstrated ability to work collaboratively to achieve results as part of an effective team
To execute their tasks effectively it also requires a strong planning and organizational skills focused and rigorous execution skills together with analytical capabilities and skills and the willingness to keep learning to improve and optimize internal processes to afford the best client experience with their every interaction at Visa.
Excellent interpersonal skills with the ability to establish grow and influence key relationships across relevant functions and markets within Visa and at all levels at the client
Demonstrate intercultural and market sensitivity
Strong analytical aptitude and demonstrated track record of working with data to develop business-oriented solutions as well as the ability to apply sound business analysis to limit the downstream impact of decisions ideally with some good basic data analysis skills
Ability to effectively work under pressure be proactive and self-challenging when dealing with complex compliance technical or other issues
Ability to prioritize and respond effectively to new challenges whilst managing stakeholder expectations.
Have excellent time management organization and planning skills
Nice to have a solid working knowledge of payments network and processing services
Proficiency providing technical and consultative support to external customers and identify business needs
Excellent written and verbal communication skills in English and Spanish with the ability to convey complex topics in simple terms relevant to the clients specific use cases
Ability to synthesize and translate technical information and apply to business solutions

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.

We are proud to be a Great Place to Work certified company.

This recognition reflects our commitment to creating an inclusive supportive and inspiring work environment where our people can thrive and grow. Join us and be part of a culture that values trust collaboration and continuous development.

Remote Work :

Employment Type :

Full-time

The Global Client Success Manager is a pivotal individual contributor role accountable for the day-to-day operational needs of one of Visas key Global Clients located in Europe.

Work closely with stakeholders across Visa and the dedicated global client acting as a key ambassador for Client Services and delivering Visas global client success model.
Serve as a functional specialist working independently within global CSM guidelines to manage complex operational topics and support mandates project implementations and consulting initiatives that help clients grow their portfolios.
Collaborate with and influence localmarket and Shared Services Client Success Managers to ensure alignment under a unified global strategy and single client success plan including a consolidated global operational view and relevant local operational reviews.
Identify and drive operational improvement opportunities to strengthen client performance and maximize return on existing Visa products.
Provide a global perspective on Visas issuing acquiring and processing solutions to ensure a holistic client services experience.
Deliver structured proactive operational relationship management through monthly/quarterly reviews and participation in broader business reviews.
Build and manage client priorities strategies and outcomes within jointly agreed account plans in partnership with Account Executives and crossfunctional Visa teams.
Collaborate with the client to identify strategic opportunities enhance operational costeffectiveness and deliver suitable solutions to moderately complex challenges.
Lead delivery of operational and strategic initiatives including new business enablement product and solution rollout business enhancements and client education on tools and services.
Improve operational performance across authorization authentication billing disputes cost efficiency compliance and processing optimization.
Support crisis management by communicating approved corporate messages maintaining ongoing client communication and coordinating escalations as required.
Travel approximately 20% within Europe with occasional travel outside Europe depending on client needs

Key Metrics & KPIs

Contribution to Client Satisfaction and Net Promoter Scores.
Delivery against regional and country scorecard targets including growth and adoption of Visa products and services.
Ensuring client compliance with operational rules and mandates including planning and support for compliance releases.
Effective use of Visas OneCRM (Microsoft 360) to capture required client interactions.
Achievement of annual individual goals and Client Services OKRs.
Effective coordination of escalations during rare operational crisis events to minimize client impact.
Acceleration of client return on investment including fastest timetofirsttransaction for new deals.
Constructive feedback and contributions to internal process improvements.
Active collaboration across Client Services and with crossfunctional Visa teams (e.g. Sales Product) globally and locally.

Qualifications :

Self-starter with a demonstrated ability to work collaboratively to achieve results as part of an effective team
To execute their tasks effectively it also requires a strong planning and organizational skills focused and rigorous execution skills together with analytical capabilities and skills and the willingness to keep learning to improve and optimize internal processes to afford the best client experience with their every interaction at Visa.
Excellent interpersonal skills with the ability to establish grow and influence key relationships across relevant functions and markets within Visa and at all levels at the client
Demonstrate intercultural and market sensitivity
Strong analytical aptitude and demonstrated track record of working with data to develop business-oriented solutions as well as the ability to apply sound business analysis to limit the downstream impact of decisions ideally with some good basic data analysis skills
Ability to effectively work under pressure be proactive and self-challenging when dealing with complex compliance technical or other issues
Ability to prioritize and respond effectively to new challenges whilst managing stakeholder expectations.
Have excellent time management organization and planning skills
Nice to have a solid working knowledge of payments network and processing services
Proficiency providing technical and consultative support to external customers and identify business needs
Excellent written and verbal communication skills in English and Spanish with the ability to convey complex topics in simple terms relevant to the clients specific use cases
Ability to synthesize and translate technical information and apply to business solutions

Additional Information :

We are proud to be a Great Place to Work certified company.

Remote Work :

Employment Type :

Full-time

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

Apply Now

About Company

Visa

Visa (NYSE: V) is a world leader in digital payments, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories. Our purpose is to uplift everyone, everywhere by being the best way to pay and b ... View more

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