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Sr. Consultant, Client Success

1 month ago

Doral, United States Visa Full time

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose - to uplift everyone, everywhere by being the best way to pay and be paid. Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa. Job Description Company Description Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose - to uplift everyone, everywhere by being the best way to pay and be paid. Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa. 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 Visa products and services. We are trusted partners to Visa's clients, providing expertise to support and successfully grow their business. This is an exciting opportunity to join the recently established Global Acceptance Client Services team, supporting key global acceptance partners. Visa and the Global Acceptance team have the opportunity to improve client experiences and depths of relationships and deliver mutual revenue growth for key global seller-side customers, including acquirers, processors, enablers and merchants, by leveraging our insights, data, relationships and talent to help grow and enhance our mutual business interests. We are seeking a highly skilled and experienced Sr. Consultant to join our global team. The Sr. Consultant, Client Success, is a client-facing, individual contributor role serving as an Acceptance Solutions subject matter expert accountable for coordinating with Acceptance Solutions team members across Visa regions to support an assigned portfolio of global Visa clients. The Sr. Consultant, Client Success, will partner with account team members in Client Services, Sales and Product to drive optimization of client performance in alignment with Visa's business agenda, account plans and Client Services client success plans. The role will be responsible for effectively managing client advisory engagements to enable new capabilities and facilitate assigned clients' geographic expansion and product adoption. Given the importance of this position, it requires a high level of professionalism, thought leadership and astuteness at managing executive level stakeholders at the global client and within Visa. It is a client-facing and strategic role, working in conjunction with global account, sales and product teams to proactively drive Client Success and Acceptance Solutions outcomes. The successful candidate will be able to manage complex topics with limited supervision, as part of the team supporting technical solutions and consulting initiatives that help customers grow their Visa portfolios. The Sr. Consultant, Client Success, is responsible and accountable to: Own the holistic post-sale and operational relationship of assigned customers for Acceptance Solutions products, acting as an important ambassador of the Acceptance Solutions and Client Services teams by providing the central voice of Client Services to the clients and account teams Act as an integral member of the account team, aligning on the forward-looking relationship strategy based on key client and Visa goals, alongside and in partnership with the global account executive, account manager and global Client Services team Provide Acceptance Solutions subject matter expertise and consultation to Visa clients by leveraging insights and understanding of their local market(s) and product needs to continually enhance the client experience Foster and sustain trusted partnerships with internal account team members and global Client Services team by aligning on the forward-looking relationship strategy and optimization opportunities and executing against client success plans Ensure client success plans clearly communicate and track client operational goals and success metrics for their overall Visa product landscape as well as client readiness activities and intended outcomes for upcoming mandates and projects Conduct periodic Acceptance Solutions operational reviews with clients, global Client Services team and Visa stakeholders, incorporating input, comparison and client progress against product metrics Measure and track additional client specific outcomes, based on major client pain points and strategic objectives, leveraging Visa Acceptance Solutions products and services Act as an advocate for the client through showcasing strong operational excellence by driving mildly complex and cross-functional Acceptance Solutions initiatives in support of the client goals, incorporating automated solutions to achieve operational efficiency and productivity improvements Support, and may oversee, implementation of new Visa Acceptance Solutions 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 Maintain strong relationships with global Client Services team, regional Acceptance Solutions teams and other cross-functional teams within Visa to orchestrate subject matter expertise consultation as needed to optimize client performance. Support in pitching value-add of Cybersource products and functionalities to partner's / merchant's business Act, on an ad-hoc and as needed basis, as the escalation point for managing client escalations concerning significant product issues and major incident / crisis responses Be the primary technical point of contact for Visa Acceptance Solutions high-value global reseller partners, addressing technical challenges or payment questions that may arise including, but not limited to: Educate partners on how new Visa Acceptance Solutions (VAS) products and functionalities may contribute to and enhance their business models Define engagement process and the operating model between reseller partner, merchants, and Cybersource teams Own production issues end-to-end from escalation to resolution and client communication Champion product enhancement requests with our cross-functional teams and be the voice of Product Readiness with the partner Lead product trainings and workshops and work with internal training teams to build Best-In-Class training for partner support teams and partner clients Technical proficiency in Intermediate-level knowledge of multiple programming / scripting languages / APIs Technical aptitude with a proven ability to articulate complex technical terms or processes into business language 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 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 Preferred Qualifications 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 Minimum of 12+ years progressively responsible experience in a customer support role in financial services, payments, software or information services Outstanding interpersonal skills and proven abilities in negotiating with and influencing clients and staff at all levels Strong success in customer relationship management, and ability to set priorities, influence others, and manage customer expectations Strong analytical aptitude and demonstrated track record of working with data to develop business-oriented solutions and provide sound business analysis Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans Strong ability to articulate complex technical terms or processes into business language Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, etc.) 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 113,100 to 164,050 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. #J-18808-Ljbffr