Sr. Consultant, Client Success

Visa•Ashburn, VA

12h•Hybrid

About The Position

The Sr. Consultant, Client Success is a client-facing, individual contributor role serving as a Visa Commercial Solutions subject matter expert. The Sr. 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. The individual is expected to have a keen insight into Visa's product offerings, best practices, and calls for deep collaboration and partnership with leadership across functions such as Client Services, Sales, Product. 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 Client Services, 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 functional specialist, located in North America and reporting to Sr. Director of VCS Client Success Management.

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

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
Technically proficient in Visa Spend Clarity, Payables and Data products.
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.
Certifications or qualifications in Client Customer Success, project management or related areas of practice and expertise.
Intermediate proficiency in the following skills:
Building client relationships - Build credibility and create trust-based relations, partner with clients to build their business
Becoming customer centric - Listen to and prioritize customer needs to drive value realization and build trusted partnerships
Success planning - Build measurable actions plans to help clients achieve their business goals and realize value from their products solutions
Client engagement - Communicate clearly and effectively with clients
Proactiveness - Think ahead and take action
Critical thinking - Take ownership over problems and find creative solutions to complex problems
Technical skills – Continuous acquisition, application, and refinement of technical skills relevant to the role and payments

Responsibilities

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.
Ensure Client operational goals and success metrics for their Commercial Solutions product landscape is understood.
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.
Drive and deliver initiatives to improve client adoption of Commercial Solutions products and use of Visa’s self-service tools.
Stay current with the latest payment processing trends, Visa solutions and technologies to provide a good Client experience and generate new sales leads as solutions to identified client pain points.
Maintain strong relationships with Client Services and other cross functional teams within Visa to deliver subject matter expertise consultation as needed to optimize client performance.
Provide Commercial Solutions subject matter expertise and consultation to Visa clients by leveraging insights and understanding of their local market and product needs to continually enhance the Client experience.
Support periodic operational reviews with Clients and Visa stakeholders, incorporating input, comparison and client progress against product metrics.
Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.
Advocate for Clients through strong operational excellence by driving complicated and cross functional initiatives in support of Client goals and incorporating automated solutions to achieve efficiency and productivity operational improvements
Client Consultation and Optimization. Best Practice Consulting and Collaboration, Liaison between Product & Client, Product Platform Optimization
Identify and Analyze Trends
Client Initiative consultation
Readiness support of Visa product initiatives, functional infrastructure releases
Escalation Contact, Anticipate & manage escalations, Own complex & sensitive issues
Full oversight of all facets of Operational relationship including conducting Monthly Business Reviews, Reporting, Case and Project reviews, and being a Project Team Member.