Sr. Consultant, Client Success

Company Description

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

The Sr. Consultant, Client Success is a client-facing, individual contributor role serving as a Visa Commercial Solutions subject matter expert. The Sr. 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. The individual is expected to have a keen insight into Visa's product offerings, best practices, and calls for deep collaboration and partnership with leadership across functions such as Client Services, Sales, Product.

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 Client Services, 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 North America and reporting to Sr. Director of VCS Client Success Management.

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 Commercial Solutions 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 Commercial Solutions 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 Commercial Solutions subject matter expertise and consultation to Visa clients by leveraging insights and understanding of their local market 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
• Client Consultation and Optimization. Best Practice Consulting and Collaboration, Liaison between Product & Client, Product Platform Optimization
• Identify and Analyze Trends
• Client Initiative consultation
• Readiness support of Visa product initiatives, functional infrastructure releases
• Escalation Contact, Anticipate & manage escalations, Own complex & sensitive issues
• Full oversight of all facets of Operational relationship including conducting Monthly Business Reviews, Reporting, Case and Project reviews, and being a Project Team Member.

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

Qualifications

Basic Qualifications:

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Ad