Consultant, Client Success

Visa is a world leader in payments technology, facilitating transactions globally. The Consultant, Client Success is responsible for managing post-sale client relationships and driving product adoption to enhance client performance and satisfaction.

Responsibilities:

• Support and/or 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
• Ensure Client operational goals and success metrics for their overall Visa product landscape are understood
• Build and sustain a 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
• Participate in the design and delivery of initiatives to improve client adoption of products and use of Visa’s self-tools
• Stay current with the latest payment processing trends, Visa solutions and technologies to provide a good 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
• Support development of 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
• Support and/or lead periodic operational reviews with clients and Visa stakeholders
• 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