Consultant, Client Success

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

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.

This role serves as a functional specialist, located in Denver or Atlanta and supporting the North America market.  This role will form part of the Client Success Management that support our DPS clients, ensuring world-class service.
 

Responsibilities include:

• Oversee implementation of new Visa products purchased by Clients by coordinating key Client and Visa teams to expedite implementation readiness activities and steer Client toward faster time to value and maximized adoption of deployed products.
• Ensure Client operational goals and success metrics for their {insert applicable product family} product landscape is understood.
• Foster and sustain trusted partnerships with internal Account Team members by aligning on the forward-looking relationship strategy and optimization opportunities and executing against Client Success Plans.
• Drive and deliver initiatives to improve client adoption of {insert applicable product family} products and use of Visa’s self-service 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.
• Maintain strong relationships with Client Services and other cross-functional teams within Visa to deliver subject matter expertise consultation as needed to optimize client performance.
• Provide {insert applicable product family} subject matter expertise and consultation to Visa clients by leveraging insights and understanding of their local market(s) and product needs to continually enhance the Client experience.
• Support periodic operational reviews with Clients and Visa stakeholders, incorporating input, comparison and client progress against product metrics.
• Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.
• Advocate for Clients through strong operational excellence by driving complicated and cross-functional initiatives in support of Client goals and incorporating automated solutions to achieve efficiency and productivity operational improvements

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Basic Qualifications:

• 5 or more years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications:

• 6 or more years of work experience with a Bachelor’s Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA,  JD, MD) or up to 3 years of relevant experience with a PhD
• Analytical skills to prepare and summarize data into business solutions and provide sound analysis
• Able to communicate complex technical terms and/or processes in business language tailored to client
• Self-starter able to achieve results as part of an effective team (across countries and time zones)
• Able to effectively prioritize and multi-task under deadlines
• Experience using standard Microsoft Office tools (e.g., Excel, PowerPoint, Word)
• Experience representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization
• Knowledge of the payment industry (i.e., trends, threats, competitors, regulatory environments)
• Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise.
• Basic to intermediate proficiency in the following skills:
  • Building client relationships - Build credibility and create trust-based relations, partner with clients to build their business
  • Becoming customer centric - Listen to and prioritize customer needs to drive value realization and build trusted partnerships
  • Success planning - Build measurable actions plans to help clients achieve their business goals and realize value from their products/solutions
  • Client engagement - Communicate clearly and effectively with clients
  • Proactiveness - Think ahead and take action
  • Critical thinking - Take ownership over problems and find creative solutions to complex problems

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 105,900.00 to 153,550.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.