Consultant, Client Success

Company Description

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.

Job Description

The Client Services team is integral to deliver comprehensive client support for Visa’s wide-ranging products and services. The Risk and Identity Solutions team in the Go-To-Market organization is seeking an individual contributor who is a trusted client advocate, strategic thinker, and collaborative leader to implement effective solutions, represent client interests, and cultivate a team culture founded on trust and respect.  In this Consultant role, you will engage with a variety of clients as a specialized expert to ensure our solutions remain adaptable, high-performing, resilient, and consistently deliver an exceptional customer experience. This is not just an “issue in, issue out” kind of job. We are looking for creative troubleshooters who want to join in the modernization of how we work and to affect change throughout the organization as we adopt an agile model where we proactively work with our clients to address their business needs.

The ideal candidate will be one part Business Analyst, one part Technologist, a dash of Product Manager and have serious Customer Service chops

This position requires direct client interaction with a high level of professionalism and interpersonal skills to manage relationships with a variety of internal and external stakeholders. Your primary focus will be specialized to help proactively drive revenue growth by actively promoting and expanding client adoption of Visa’s risk services and scaling existing products to maximize their benefit realization. Additionally, you will work to enhance approval rates by identifying critical friction points and executing targeted optimization strategies through measurable action plans.

Responsibilities Include:

• Proactively identify value realization opportunities to increase service quality or efficiency for clients
• Build trusted relationships with key client stakeholders to find and lead solutions to complex problems as a knowledgable and specialized expert
• Own, drive and deliver initiatives to expand and improve adoption of products and processes across vertical and team
• Establish working relationships with Client Services and other cross-functional subject matter experts to own the scaling of client performance
• Stay current with latest market trends, payment processing and Visa solutions and technologies to provide an excellent client experience
• Ability to shift priorities as needed and demonstrate proactive willingness to help others, to ensure customer expectations are exceeded, and advocate on behalf of the clients
• Additional responsibilities may be assigned as business needs evolve

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

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)

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)
• Minimum of 5 years’ experience in a customer support role in software, financial or information services
• In-depth knowledge of the payments industry (i.e. authentication, settlement, transaction flows, trends, competitors, etc.)
• Analytical skills to compile and synthesize data into concise business solutions and complete, actionable recommendations
• Builds credibile and trust-based relationships across clients and functional boundaries
• Self-starter with proven abilities in organizational, conceptual, and logical problem solving to achieve results
• Experience representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization
• Proven ability to provide consultative support to manage assignments that are of diverse scope and complexity and require significant initiative and judgment
• Strong organization skills including resolution management and follow-up
• Clear and effective verbal, wri