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 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 Visas 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 Visas 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 Visas strategy.

This role serves as a functional specialist located in Puerto Rico and reporting to Client Service Caribbean Director.

Responsibilities include:

• 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 Visas 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.

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

Qualifications

Fluent written English
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 multitask under deadlines
Experience using standard Microsoft Office tools eg 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 ie 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 bu