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
Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
What the Client Success Senior Consultant does at Visa:
The Client Success Senior Consultant, acting as the Global Enterprise Lead, is a pivotal individual contributor role accountable for owning the overall global Client Services relationship with a small number of Visa’s key global clients in the Money Movement product suite.
This role is the global and central point of contact from Client Services for applicable Clients/Sales Account Owners, coordinating regional and/or country Client Success Manager(s) activities to ensure a consistent client service experience in any market it operates for any Client Services function.
Given the importance of this position, it requires a high level of professionalism, thought leadership and astuteness at managing executive level stakeholders at the global client and within Visa. It is a client-facing and strategic role, working in conjunction with global Account Team members from Sales and Product to proactively drive Client Success outcomes.
This role serves as a functional specialist, reporting to the Senior Director of Money Movement Client Success. This position will be located in North America in the Ashburn, VA or Atlanta, GA office locations.
This role works independently alongside global CSM guidelines and methodology of operation. They are able to manage complex topics (with limited supervision), as part of the team supporting operational mandates, project implementations and consulting initiatives that help Clients to grow their Visa product portfolios.
This role is an exciting opportunity to be at the forefront of Visa’s Client Success transformation, by partnering closely with significant payment ecosystem participants to maximize their benefits realization and value from Visa products by optimizing their performance.
- Foster and sustain trusted partnerships with internal Account Team members by aligning on the forward-looking relationship strategy and optimization opportunities and executing against Client Success Plans
- Act as an important member of the Sales Account Team, aligning on the forward-looking relationship strategy based on key Client and Visa goals, alongside and in partnership with the global Account Executive.
- Foster and sustain a trusted client partner with key client executives and stakeholders by proactively executing against forward looking Client Success Plans which tracks a client’s adoption, usage and health index for Visa products purchased.
- Ensure that Client operational goals and success metrics for their overall Visa product landscape are strongly understood. With intended outcomes met and client readiness activities for upcoming mandates and projects tracked and measured in Client Success Plans.
- Measure and track additional client specific outcomes, based on major client pain points and strategic objectives, leveraging Visa products and services (as applicable) to help support the client achieve these.
- 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 the client experience by data-driven optimization and streamlining of operational processes.
- Coordinate and closely collaborate with applicable regional and in-market Client Success Managers, who continue to manage local client relationships, to ensure they are aligned to a global Client relationship strategy and deliver a consistent client experience.
- Run strong global operational reviews with the client(s) and Visa stakeholders, incorporating input; comparison; and Client progress against metrics across all of the client markets and entities.
- Oversee the implementation of new Visa products the Client purchases by coordinating key Client and Visa teams globally to expedite implementation readiness activities to steer the client toward getting faster time to value and subsequently maximize adoption of deployed products.
- Maintain strong relationships within Client Services and other cross-functional teams within Visa to orchestrate subject matter expertise consultation as needed to optimize client performance
- Maintain a continuous 360-degree view of the Client for communicating / sharing internally or externally.
- Keep a high-level view of the Client(s) entire Client Services experience, from a global context, monitoring which problems are affecting certain geographies and proactively manage future risk accordingly to help save the client revenue.
- Manages effectively within a matrix environment, as relevant to the GEL framework by monitoring the progress of market/regional CSM deliverables against the global Client KPIs agreed on the Client Success Plans.
- Provide a global perspective and thorough communication of new Visa Rules, essential mandates, Visa Business Enhancement Releases, and upcoming changes to ensure Client readiness and service compliance through delivering strong Client educational training.
- Act, on an ad-hoc and as needed basis, as the central escalation point for managing client escalations concerning significant issues/incidents and to support major crisis responses by maintaining ongoing interaction with clients to meet their specific needs throughout.
- Provide a thought leadership viewpoint on the latest global payment processing trends, Visa solutions, and technologies to provide an outstanding Client experience and generate new Sales leads to solve identified client pain points.
Why this is important to Visa
The Sr. Consultant is vital in helping Visa to deliver against the operational needs of a key market, allowing us to provide the right support and partnership that recognizes client specific requirements. This role provides an excellent opportunity to grow Visa’s business in Europe by driving value to our clients through effective enablement and customer centric support.
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
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
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:
- Strong communications skills (both verbal and written)
- A Bachelor’s Degree or equivalent qualification minimum of 10 years of experience with roles in Support, Pre-sales and Project Management in the financial services, payment industry, software or information services is required
- 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
- Experience in engaging with senior management level stakeholders at clients.
- Stakeholder management with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit and proven abilities in organizational, conceptual, and logical problem solving
- Superior interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels.
- Demonstrated ability to articulate complex technical terms or processes into business language
- Ability to set priorities and manage customer expectations, and work both as part of a team and independently
- Excellent time management, organization, and planning skills
- Excellent verbal, written, presentation and interpersonal skills are required.
What will also help:
A preferred candidate would have a broad operational experience relating to remittance and money movement solutions, as well as working knowledge related to clearing, client connectivity, and settlement. Additionally, knowledge of card issuing and acquiring solutions would be beneficial.
They should be able to relate operational needs of the client to their business drivers. They would be committed to excelling with partners, with a record of accomplishment in understanding, anticipating and delivering the client’s needs.
U.S. Applicants Only
The estimated salary range for this position is $127,300.00 to $ 204,100.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity.Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
Work Hours
Varies upon the needs of the department.
Travel Requirements
This position requires travel 5-10% of the time.
Mental/Physical Requirements
This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
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 protect veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with the EEOC guidelines and applicable local law.