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
Team Summary
Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting implementation of Visa products and services globally, Client Services is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools.
We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
What the Senior Consultant, Client Success for Australia, New Zealand and Pacific Islands does at Visa:
As a Client Success Senior Consultant based in Sydney/ Melbourne, Australia, you will be leading Client Services operational engagement for Visa clients in Australia, serving as an operational and technical subject matter expert for Visa Commercial and Money Movement Solutions products. Commercial and Money Movement Solutions (CMS) is a key business pillar in Visa that leads money movement solutions and platforms for commercial clients – from micro, small and mid-sized companies to large corporations, government institutions and other payment enablers across their journey.
The Senior 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. This position requires execution, analytical skills, and client relationship abilities. The position requires a high level of professionalism, thought leadership and astuteness at managing stakeholders at the clients and within Visa. It is a client-facing and strategic role, working in conjunction with Account Team members from Sales and Product to proactively drive Client Success outcomes.
This is an individual contributor role working independently under limited supervision and requires strong execution, technical knowledge, analytical skills, and relationship management with key stakeholders and clients. This position will report into the Head of Client Services Australia, New Zealand and Pacific Islands.
In this role, you are expected to:
- Partner with the Sales and Product teams to lead operational activities with the assigned portfolio of clients providing an advanced level of technical consultation on systems and services.
- Provide high value customer service support on day-to-day items to Visa Clients and internal staff to ensure customer expectations are exceeded and be the voice of the client.
- Foster and sustain trusted partnerships with internal Account Team members by aligning the forward-looking relationship strategy and optimization opportunities and executing against Client Success Plans
- Support, and may 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.
- Identify and generate leads, drive growth initiatives, and implement opportunities to improve client experience by data-driven optimization and streamlining of operational processes.
- Translate complex payment capabilities into clear client value propositions, demonstrating operational, cost, and experience benefits.
- Develop and manage operational initiatives, special projects and client-driven continuous improvement plans.
- Act as liaison and escalation point for the client. Provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
- Coordinate internal resources to accomplish Visa and client objectives, accelerating time to revenue. Participate in cross functional customer service delivery initiatives across clients and Visa internal teams.
- Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa.
- Proactively notify clients regarding any widespread or business critical problems with the application, and leads internal and external recovery efforts of product, and processing service interruptions.
- Engage Technology and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues.
- Educate and train clients in best practices, increase adoption for Visa Commercial and Money Movement Solutions products.
- Represent difficult and mildly complex customer change requests, system or operational requirements, and negotiate and manage expectations internally and externally.
Why this is important to Visa:
Client Success is a critical function in Visa. We are the subject-matter-experts to deliver best-in-class client services from operational perspective. This role will also provide the opportunity shape how we lead the management of our client through support and input into the tools, capabilities and processes that impact the client experience. This enables us to deepen our partnership with our clients and bring value to their business.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications
What you will need:
- We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:
- A bachelor’s degree or equivalent qualification with 8+ years of experience in a customer support role in software, financial or information services, or with at least 2-3 years knowledge on payment systems services – preferably in commercial or virtual cards, money movement or transaction banking.
- Demonstrated success in client relationship management and the ability to build measurable actions plans to help clients achieve their business goals and realize value from their products and solutions.
- Issuing and Acquiring knowledge and functional experience in digital payment operations, preferably Visa, supporting highly complex clients and services.
- Working knowledge of Visa systems including authorization & clearing systems, network tokens, client connectivity, Visa Settlement Services.
- Strong technical aptitude with the ability to absorb technical information and apply it to business solutions.
- Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit and proven abilities in organizational, conceptual, and logical problem solving.
- Strong ability to articulate complex technical terms or processes into business language.
- Outstanding analytical aptitude and demonstrated track record of working with data to develop business-oriented solutions and to provide sound business analysis.
- Customer and business focus with proven ability to establish productive working relationships with team and management at all levels.
- Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
- Excellent time management, project management, organization, and planning skills.
- Strong verbal, written, presentation and interpersonal skills are required with the ability to communicate complex technical terms in business language tailored to the client.
What will also help:
- A preferred candidate would have a broad operational experience relating to card, remittance and money movement solutions, and working knowledge related to authorization and clearing, client connectivity, and settlement.
- They would be able to relate the operational needs of the client to their business drivers, and committed to excelling with partners, with a record of accomplishment in understanding, anticipating and delivering the client’s needs.
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.