About Us 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
This role serves as a functional specialist, located in Helsinki (Finland) and reporting to Nordics and Baltics Head of Client Services.
The Analyst, 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 Analyst 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 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 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.
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 Visa’s 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.
- When based in Market – CSMs are expected to play the role of the overall Client Services main point of contact for colleagues and clients in that market. Their job is to ‘help’ them navigate to the ‘right’ teams within CS at Visa, and in some cases join meetings needed by market colleagues from a CS perspective as a ‘supporting’ role and bring requirements back to people within the overall CS ecosystem. This can sometimes mean engaging in escalations/ RFPs/ for clients the CSM is not assigned to.
- Delivering Operational Resilience Support - to disseminate approved Corporate Communications’ messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event, coordinating and escalating queries where appropriate (as per agreed Crisis Management Plan).
Visa is an EEO Employer
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Qualifications
Requirements:
- Fluency in both Finnish and English is essential for this position, enabling effective communication across the teams.
- Skilled in Microsoft Office (Excel, PowerPoint, Word) and AI tools.
- Candidates must demonstrate the ability to work independently and proactively within a team that may span across different countries and time zones.
- The role necessitates the capacity to translate complex technical terminology and processes into clear business language that aligns with client needs.
- Applicants should possess strong prioritization and multitasking skills, allowing them to manage workloads and meet deadlines effectively.
Basic proficiency in the following areas is expected:
- Building client relationships: Establish credibility and nurture trust-based connections, partnering with clients to support their business growth.
- Becoming customer-centric: Listen attentively and prioritize customer needs to drive value realization and foster lasting partnerships.
- Success planning: Develop actionable and measurable plans to assist clients in achieving their business objectives and maximizing product or solution value.
- Client engagement: Communicate with clients in a clear and effective manner to ensure mutual understanding and satisfaction.
- Proactiveness: Anticipate needs and take initiative to address challenges and opportunities proactively.
- Critical thinking: Take responsibility for resolving issues and devise innovative solutions to complex problems.
Advantageous Qualifications:
- Previous experience in a client success or client relationship management role, particularly where managing client expectations was key.
- Backgrounds in financial services, payment, software, or information services industries.
- Experience in project planning and project management is an asset, demonstrating capability in overseeing and delivering successful projects.
- Holding certifications or qualifications in Client/Customer Success, project management, or related fields.
- Proficiency in additional Nordic and Baltic languages, alongside fluency in both Finnish and English.
Visa is an EEO Employer
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.