About the position
The Sr. Consultant, Client Success Manager (CSM) is an individual contributor responsible for owning the holistic post-sale Client Services relationship for applicable clients and providing operational solutions in support of growing clients’ business. The Sr. Consultant is a trusted client advocate and works proactively with their client portfolio to enable new capabilities, manage geographic expansion, and promote product adoption. The CSM, in partnership with the Account Executive team, also identifies Visa products and solutions that can help address client operational challenges. The role requires solid foundational knowledge of payments processing, high level of professionalism, leadership and interpersonal skills to manage relationships with a variety of internal and client stakeholders. 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. This role serves as a Fintech segment generalist, located in insert North America, reporting to the Director of the Strategic Fintech Client Services team.
Responsibilities
- Oversee the client implementations of new Visa products 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 trusted 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.
- Drive and deliver initiatives to improve client adoption of products and use of Visa’s self-service tools.
- Stay current with the latest local market trends, payment processing trends, Visa solutions and technologies to provide a great 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.
- Develop 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.
- Lead periodic operational reviews with clients and Visa stakeholders.
- Act as the escalation point for managing significant issues and major incident/crisis responses.
- Showcase operational excellence by supporting cross-functional initiatives to improve the Client experience, incorporating automated solutions to drive efficiency and productivity.
- Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.
- As applicable, coordinate with global, regional and or in-market Client Success team members to maintain a continuous 360-degree view of the Client and deliver a consistent operational relationship experience.
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.
- Solid foundational knowledge of payments processing.
- Analytical skills to extract and synthesize relevant data into business solutions and provide sound analysis.
- Able to communicate complex technical terms and or processes in business language tailored to client.
- Self-starter able to achieve results as part of an effective team (across countries and time zones).
- Able to effectively prioritize and multi-task under deadlines.
- Experience representing technical and or business issues and solutions to influence audiences at multiple levels of an organization, including executives, in support of strategic business plans.
- In-depth knowledge of the payment industry (i.e., trends, threats, competitors, regulatory environments).
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.
- Certifications or qualifications in Client Customer Success, project management or related areas of practice and expertise.
- Intermediate proficiency in building client relationships, becoming customer centric, success planning, client engagement, proactiveness, and critical thinking.
Benefits
- Medical
- Dental
- Vision
- 401 (k)
- FSA/HSA
- Life Insurance
- Paid Time Off
- Wellness Program
