Sr. 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 Senior Consultant for Pismo is a critical role within the Global Service Experience time to help support Pismo as they expand their Visa net Processing Capabilities.

This individual will assist in defining and refining repeatable client management procedures to support Pismo as they begin to integrate to Visa's processing infrastructure. A key aspect of this role will be ensuring a consistent approach to all aspects of integration.  This will require strong program management skills with a focus on following a structured playbook and tracking/managing client integration activities.   Additionally, this individual will be a key liaison for cross-functional business units and will be tasked with developing effective working teams capable of solving complex business goals with successful outcomes.    

This leader will directly interact with diverse, cross functional teams to drive agendas, track progress, develop executive readouts, and successfully implement changes that improve and optimize the overall integration experience.

Primary Responsibilities:

• Serve as a primary point of contact for Pismo as they begin their global expansion efforts
• Serve as North America direct operational contact
• Work with Pismo to ensure they are consuming proper Core and VAS services to serve their clients
• Advocate internally for Pismo to explain their importance to Business Goals
• Coordinate with in-region resources to ensure Pismo is complying and set-up for all regulatory and regional nuances
• Ensure readiness for all regions for Business Enhancements
• Visionary expertise identifying efficiencies and the tools and applications related to those efficiencies.
• Coordinate internal resources to accomplish Visa and Pismo objectives
• Ensure prompt and comprehensive resolution of Pismo inquiries as well as create and maintain updated support documentation
• Report customer project accomplishments and deliverables to senior management
• Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, and system enhancement support
• Educate and train clients on best practices for all supported services
• Represent complex customer change requests, system or operational requirements, negotiate and manage expectations internally and externally
• Serve as an escalation point for complex issues

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.

Qualifications

Basic Qualifications

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

Preferred Qualifications

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• MBA strongly preferred
• Bachelor´s Degree, ideally in business, engineering, economics, hard sciences, or similar field
• Experience of the client support industry, best practices, metrics, processes and infrastructure
• Previous M&A integration work, ideally within technical, matrixed organizations
• Deep knowledge of financial services and the payments industry, especially with an eye to emerging technologies and players
• Extensive program and project management skills with experience managing complex, multi-functional, global programs across different time zone and cultures
• Outstanding ability to manage multiple simultaneous tasks and priorities
• Must be a self-starter and highly motivated business oriented independent thinker
• Determination to build successful business partnerships and work collaboratively across functions
• Capable of developing a deep level of knowledge