Sr. Consultant, Client Success

Visa•Atlanta, GA

2d•$127,300 - $204,100•Onsite

About The Position

The Sr. Consultant, Client Success is an individual contributor who owns the holistic post-sale Client Services relationship for applicable clients and provides operational solutions to support their business growth. As a trusted client advocate, the role proactively helps clients enable new capabilities, expand geographically, adopt products, and realize value from Visa products. The position partners closely with Visa clients and Sales and Product Account Team members to optimize performance and drive Client Success outcomes aligned with Visa’s business agenda and Sales Account Plan. The role defines and deploys client support and service implementation strategies, including automated tools and capabilities that enhance the client experience. It is a functional specialist position in the North America region, located in Atlanta, Georgia, and reports to a Sr. Director on the North America Global Enablers team. The position supports issuing and/or acquiring lines of business for complex global and/or multi-regional enablers with North American operations. Lines of business and customer assignments may change over time. All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g., ChatGPT and Microsoft Copilot) to support everyday work. The position requires at least three days in the office; the Hiring Manager will confirm which days. Work hours vary according to department needs, and travel is required 5–10% of the time. The work is performed in an office setting and involves sitting and standing at a desk, communicating in person and by telephone, and frequently operating standard office equipment such as telephones and computers.

Requirements

At least 8 years of relevant work experience with a Bachelor’s degree, or at least 5 years with an advanced degree (e.g., Master’s, MBA, JD, MD), or 2 years with a PhD.
Digital fluency, including the ability to use emerging technologies such as Generative AI tools to support everyday work.
Analytical ability to extract and synthesize relevant data, conduct sound analysis, and develop business solutions and actionable recommendations.
Ability to communicate complex technical terms and processes in business language tailored to clients.
Ability to achieve results as part of an effective team across countries and time zones.
Ability to prioritize and multitask effectively under deadlines.
Experience representing technical and/or business issues and solutions to influence audiences at multiple organizational levels, including executives, in support of strategic business plans.
In-depth knowledge of the payment industry, including trends, threats, competitors, and regulatory environments.
Experience building credibility and trust-based client relationships and partnering with clients to build their business.
Experience listening to and prioritizing customer needs to drive value realization and build trusted partnerships.
Experience building measurable action plans to help clients achieve business goals and realize value from products or solutions.
Experience communicating clearly and effectively with clients.
Experience thinking ahead, taking action, taking ownership of problems, and finding creative solutions to complex problems.
Experience building client relationships, client engagement, success planning, proactiveness, customer centricity, and critical thinking.
Intermediate proficiency in building client relationships, becoming customer centric, success planning, client engagement, proactiveness, and critical thinking.

Nice To Haves

At least 9 years of relevant work experience with a Bachelor’s degree, or at least 7 years with an advanced degree (e.g., Master’s, MBA, JD, MD), or 3 or more years with a PhD.
Certifications or qualifications in Client/Customer Success, project management, or related areas of practice and expertise.

Responsibilities

Oversee implementation of newly purchased Visa products by coordinating client and Visa teams, expediting readiness activities, and helping clients achieve faster time to value and maximize product adoption.
Ensure client operational goals and success metrics for the overall Visa product landscape are understood.
Build and sustain trusted client advocate relationships by executing forward-looking Client Success Plans with the Account Team and tracking client outcomes, product adoption, and performance.
Drive initiatives to improve client product adoption and use of Visa self-service tools.
Stay informed about local market and payment-processing trends, Visa solutions, and technologies to improve the client experience and identify sales leads that address client pain points.
Establish relationships with Client Services and cross-functional subject matter experts to coordinate consultation, resolve complex client issues, and optimize client performance.
Develop client education and training materials, including webinars, about Visa Rules, mandates, Business Enhancement Releases, and upcoming changes to promote client readiness and service compliance.
Lead periodic operational reviews with clients and Visa stakeholders.
Serve, as needed for applicable clients, as an escalation point for significant issues and major incident or crisis responses.
Support cross-functional initiatives to improve the client experience and apply automated solutions to increase efficiency and productivity.
Monitor client health and work with Visa specialist teams to identify and drive opportunities to optimize client performance.
Coordinate with global, regional, and/or in-market Client Success team members to maintain a continuous 360-degree view of the client and provide a consistent operational relationship experience.