Job Description

The Visa Client Services team provides industry leading operational support to Visa's clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of products and services. We are trusted partners to our clients, providing expertise to support and successfully grow their business.

We are seeking an experienced Consultant to join our team. The Consultant, Client Success, is a client-facing, individual contributor role serving as a Risk and Identity subject matter expert accountable for supporting a portfolio of Visa clients globally. This role partners with Account Team members in Client Services, Sales and Product to drive optimization of client performance, deepen relationships to deliver on strategic interests and improve the client experience by leveraging our insights, data and talent to help grow and enhance mutual business goals. The Consultant, Client Success, will be accountabale for managing the operational relationship with the client and participate in client advisory engagements to enable new capabilities and facilitate clients’ geographic expansion and product adoption.

This is an exciting opportunity to be at the forefront of Visa’s Client Success transformation, closely partnering with significant payment ecosystem participants to allow clients to maximize the realization of the benefits and value from Visa products and optimize their performance.

The Consultant, Client Success, is responsible and accountable to:

• Provide subject matter expertise and consultation to Visa clients and share insights with other Client Success team members to continually enhance the Client experience
• 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
• Leverage an understanding of Client operational goals and success metrics for their overall Visa product landscape to generate new Sales leads to solve identified Client pain points
• Support operational reviews with Clients and Visa stakeholders, incorporating input, comparison and client progress against product metrics
• Act as an advocate for Clients by showcasing operational excellence, incorporating automated solutions to achieve efficiency and productivity operational improvements
• Support implementation of new Visa products purchased by Clients by collaborating with key Client and Visa teams to expedite implementation readiness activities
• Communicate effectively with clients to review, support and monitor performance KPIs, ensuring their needs are met and expectations are exceeded
• Maintain strong relationships with Client Services and other cross-functional teams within Visa to provide subject matter expertise consultation as needed to optimize client performance
• Support communication of new Visa Rules, essential mandates, Visa Business Enhancement Releases, and upcoming product changes to ensure and confirm Client readiness and compliance

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications

• 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Minimum of 5+ years experience in financial services, payment card, software or business consulting
• Experience engaging with key stakeholders at multiple levels internally and externally to support strategic organizational plans
• Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise
• Comprehensive understanding of the transactional authentication flow, cardholder experience and alternative authentication methods
• Technical aptitude with a proven ability to articulate technical terms or processes into business language
• Outstanding interpersonal and consulting skills with proven ability in influencing clients and stakeholders
• Analytical aptitude and demonstrated track record of working with data to solve problems and provide recommendations
• Ability to represent technical and business issues and solutions to key stakeholders
• Self-starter with a demonstrated ability to achieve results as part of an effective team (globally), and to effectively prioritize and multi-task under deadlines
• Strong experience in client relationship management, and ablility to set priorities, influence others, and manage client expectations
• Proficiency with MS Office tools (e.g. MS Excel, PowerPoint, Word)

Additional Information

** Work Hours:** Varies upon the needs of the department.

** Travel Requirements:** This position requires travel 5-10% 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 94,800.00 to 137,400.00 USD 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.