Consultant, Client Success

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payment transactions between consumers, merchants, financial institutions and government entities across 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. 

When you join Visa, you join a culture of purpose and belonging – where your growth is a priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement. 

Join Visa: A Network Working for Everyone. 

Job Description

The Consultant, Shared Service Client Success Manager is a client-facing, individual contributor role serving as a Money Movement subject matter expert. The Consultant enables new client capabilities, promotes product adoption and optimizes client performance. The role requires a high level of technical proficiency to succeed by supporting clients with complex problems and optimization opportunities.  

This role is an exciting opportunity to be at the forefront of Visa’s Client Success transformation by partnering 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 Client Services, Sales and Product, you will help proactively drive Client Success outcomes in alignment with Visa’s business agenda. 

The individual will also help drive client adoption of Visa products, including automated tools and capabilities to enhance the client experience, and that drive value for our clients and support Visa’s strategy. This role also requires a solution-oriented thinker who can recommend feasible optimization opportunities to strengthen the overall product and client experience. The individual will be expected to handle escalated support requests, working with other teams inside and outside the Client Services organization 

This role serves as a functional specialist, located in North America, and reporting to the Director of Shared Services, Client Success Manager.  

Shared Services Client Success Management is responsible for providing operational, technical, and post-launch support to Visa Clients using Money Movement products and services, including Visa Direct and B2B Connect, and additional MM products as needed. The team acts as a central hub responsible for helping clients resolve issues and drive improvement opportunities to completion.   

Essential Functions

• Support 3-5 prioritized/named Money Movement clients with subject matter and technical expertise as needed, as well as assist in operational queries that may arise for these clients. 
• Manage and troubleshoot escalated technical problems, interfacing with Product Development, Product Management, or Operations teams. 
• Establish relationships with Client Services and other cross-functional teams within Visa to deliver subject matter expertise consultation as needed to optimize client performance. 
• Foster and sustain trusted partnerships with internal Account Team members by aligning on the forward-looking relationship strategy and optimization opportunities 
• Educate and inform Clients about ongoing enhancements to Visa services, highlighting how these improvements can benefit their business.  
• Identify and document operational opportunities for scalability, aiming to enhance client experience, service quality, and efficiency.  
• Support periodic operational reviews with Clients and Visa stakeholders, incorporating input, comparison and client progress against product metrics 
• Drive and deliver initiatives to improve client adoption of Money Movement products and use of Visa’s self-service tools. Play an integral role in the Incident Management Process, partnering with Product and Technology teams to drive solutions for emerging or unique problems.  
• Play an integral role in the Incident Management Process by partnering with Product and Technology teams to drive solutions for emerging or unique problems and be accountable for communicating and managing technical incidents on a rotational basis for Money Movement P1 incidents, including providing updates to executive management, clients, and key stakeholders. 
• Understand and interpret NPS scores to gauge client satisfaction, solicit and incorporate client feedback to enhance service delivery and address concerns promptly.
• Stay current with the latest payment processing trends, Visa solutions and technologies to provide a good Client experie