The posting
About Us 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
Role Summary: The Consultant, Client Success 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 Visa’s 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 Visa’s 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 Visa’s strategy.
All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work.
Key Responsibilities:
- 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 faster time to value and maximize adoption of deployed products.
- Ensure Client 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 client’s adoption and performance of Visa products purchased.
- Drive and deliver initiatives to improve client adoption of products and use of Visa’s self-service tools.
- Stay current with the latest 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.
- 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.
- Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications:
- 5 or more years of relevant work experience.
- Experience in analyzing data and translating findings into actionable business recommendations.
- Experience in using standard Microsoft Office tools (e.g., Excel, PowerPoint, Word).
- Experience in representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization.
- Experience in communicating complex technical terms and/or processes in business language tailored to client.
- Experience in building client relationships and creating trust-based relations.
- Experience in success planning and building measurable action plans to help clients achieve their business goals.
- Experience in client engagement and communicating clearly and effectively with clients.
- Experience in prioritizing and multi-tasking under deadlines.
- Experience in monitoring client health and liaising with specialist teams as needed.
- Knowledge of the payment industry (i.e., trends, threats, competitors, regulatory environments).
Preferred Qualifications:
- Bachelor's Degree and work experience. Typically requires a minimum of 5 to 8 years progressively experience in customer service, project management and technical support role in the financial or information technology industry
- Ability to present technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
- Detailed knowledge of Visa Net Integrated Payment VIP and Base2 systems, Visa Token Service specifications.
- Detailed knowledge of the electronic payments landscape including mobile and internet payments is a plus.
- Exhibit advanced planning, organizational and problem-solving skills.
- Excellent verbal, written, presentation and interpersonal skills are required.
- Demonstrated ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
- Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit English, and Russian languages are necessary.
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.
