Sr. Consultant, Client Success, Money Movement

Visa•Atlanta, GA

1d•Hybrid

About The Position

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.

Requirements

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
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.

Nice To Haves

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
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.

Responsibilities

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.