Job Description
The Consultant Client Success is an individual contributor responsible for owning the holistic post sale Client Services operational relationship for applicable clients and providing operational support and assistance in growing clients business The Consultant is a trusted client advocate and works proactively with their client portfolio to enable new capabilities manage geographic expansion and promote product adoption
This role is an exciting opportunity to be at the forefront of Visas 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 Visas 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 Visas strategy
This role serves as a functional specialist located in Puerto Rico and reporting to Client Service Caribbean Director
Responsibilities include
Support and or oversee the implementation of new Visa products the Client purchases 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 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 clients adoption and performance of Visa products purchased
Participate in the design and delivery of initiatives to improve client adoption of products and use of Visas self 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
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
Support development of 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
Support and or lead periodic operational reviews with clients and Visa stakeholders
Act on an ad hoc and as needed basis for applicable clients as the escalation point for managing significant issues and major incident crisis responses
Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
Qualifications
Fluent written English and Spanish
Analytical skills to prepare and summarize 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 multitask under deadlines
Experience using standard Microsoft Office tools eg Excel PowerPoint Word
Experience representing technical and or business issues and solutions to influence audiences at multiple levels of an organization
Knowledge of the payment industry ie trends threats competitors regulatory environments
Certifications or qualifications in Client Customer Success project management or related areas of practice and expertise
Basic to 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
Additional Information
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel5-10% 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 protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 0.00 to 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.