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
The Consultant, Customer Success is a B2B client-facing individual contributor responsible for ensuring customers achieve maximum value, driving adoption, increasing customers engagement and maintaining high levels of satisfaction. This role acts as a trusted advisor to customers, communicating the value of the Pismo products. It combines technical expertise, operational know-how, business strategy and executive engagement. You will meet with customers on a regular basis to discuss business and tactical challenges, shape their definition of success with Pismo, and offer proactive advice on how to optimize or enhance the use of platform. The ideal candidate is a proactive person, driven by data to anticipate problems.
**Key Responsibilities: **
- Proactively engage with customers to understand their needs, challenges, and objectives.
- Build long-term strategic relationships with key stakeholders in your portfolio and develop a deep understanding of your customers’ business processes, goals, and strategies.
- Serve as the primary point of contact for your assigned accounts, fostering trust and confidence in our partnership.
- Develop a deep understanding of the customer's business and industry to provide solutions and advice.
- Work closely with customers to create and execute a successful plan that aligns with their business objectives and strategy. Also, maximize the value they receive from our solutions, by managing program engagements.
- Act as a customer advocate within the company, being the voice of the customer, representing their feedback and needs.
- Ensure timely resolution of customer issues, working closely across Pismo teams.
- Manage and follow up on client’s KPIs within Pismo (developments execution, platform performance and others).
- Analyze and have critical thought on clients’ data to perform a strategic analysis and take decisions based on data.
- Provide education and resources to customers to enable them to effectively use our products/services.
- Conduct regular check-ins to ensure customers are leveraging the full capabilities of our offerings.
- Influence the company to adapt or create new processes with a focus to provide better experience to our customers. Continuously improve the Client Success area, partnering with your peers to scale the organizational capabilities.
This is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice. #LI-Remote
Qualifications
- 8+ years of professional experience in Customer Success (preferable) or similar roles, ideally in a hyper-growth environment of B2B model.
- Program management capability.
- Structured and critical thinking and high focus on strategy and results.
- Detail-oriented with strong analytical, writing, and communication skills.
- Innovator soul and receptive to changes.
- Ability to develop strong relationships at C-level of enterprise companies.
- Influence ability to implement new processes that result in a client excellence experience.
- Track record of high customer satisfaction.
- Experience working with a full lifecycle of customer success.
- Fluency in written and spoken English.
- Spanish is desirable.
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.