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Senior Consultant, Client Engagement

2 months ago


Atlanta, Georgia, United States Visa Full time
Company Overview

Visa stands as a global leader in payment solutions and technology, facilitating over 259 billion transactions securely among consumers, merchants, financial institutions, and government entities across more than 200 countries and territories annually. Our mission is to connect the world through innovative, convenient, reliable, and secure payment networks, empowering individuals, businesses, and economies to flourish, driven by a shared purpose - to uplift everyone, everywhere by being the best way to pay and receive payments.

Join us and make a meaningful impact with a purpose-driven industry leader. Experience the unique culture at Visa.

Role Overview

The Visa Client Services team is dedicated to providing exceptional operational support to our clients globally. With extensive knowledge and expertise, we ensure that the voice of the customer is integrated into the design, development, and successful launch of Visa's products and services. We are trusted partners to our clients, offering insights and expertise to foster and grow their businesses.

This role presents an exciting opportunity to join the newly formed Global Acceptance Client Services team, focusing on key global acceptance partners. The team is positioned to enhance client experiences and deepen relationships, driving mutual revenue growth for significant global seller-side customers, including acquirers, processors, enablers, and merchants. We leverage our insights, data, relationships, and talent to advance our mutual business interests.

We are in search of a highly skilled and experienced Senior Consultant to join our global team. The Senior Consultant, Client Success, is a client-facing role that serves as a subject matter expert in Acceptance Solutions, responsible for coordinating with Acceptance Solutions team members across Visa regions to support a designated portfolio of global Visa clients.

The Senior Consultant will collaborate with account team members in Client Services, Sales, and Product to optimize client performance in alignment with Visa's business objectives, account strategies, and Client Services success plans. This role entails effectively managing client advisory engagements to enable new capabilities and facilitate clients' geographic expansion and product adoption.

Given the significance of this position, it necessitates a high level of professionalism, thought leadership, and adeptness in managing executive-level stakeholders both at the global client level and within Visa. This strategic role involves working alongside global account, sales, and product teams to proactively drive Client Success and Acceptance Solutions outcomes.

Key Responsibilities
  • Oversee the comprehensive post-sale and operational relationship of assigned clients for Acceptance Solutions products, acting as a vital ambassador for the Acceptance Solutions and Client Services teams by representing the central voice of Client Services to clients and account teams.
  • Serve as an integral member of the account team, aligning on the forward-looking relationship strategy based on key client and Visa objectives, in partnership with the global account executive, account manager, and global Client Services team.
  • Provide subject matter expertise and consultation in Acceptance Solutions to Visa clients by leveraging insights and understanding of their local market(s) and product needs to continually enhance the client experience.
  • Develop and maintain trusted partnerships with internal account team members and the global Client Services team by aligning on the forward-looking relationship strategy and optimization opportunities, executing against client success plans.
  • Ensure client success plans clearly communicate and track operational goals and success metrics for their overall Visa product landscape, as well as client readiness activities and intended outcomes for upcoming projects.
  • Conduct periodic operational reviews with clients, global Client Services team, and Visa stakeholders, incorporating input, comparisons, 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 by showcasing strong operational excellence, driving complex and cross-functional Acceptance Solutions initiatives in support of client goals, incorporating automated solutions to achieve operational efficiency and productivity improvements.
  • Support and may oversee the implementation of new Visa Acceptance Solutions products purchased by clients by coordinating key client and Visa teams to expedite implementation readiness activities and guide clients toward faster time to value and maximized adoption of deployed products.
  • Maintain strong relationships with the 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 presenting the value-add of Cybersource products and functionalities to partners and merchants.
  • Act as the escalation point for managing client escalations concerning significant product issues and major incident responses as needed.
  • Serve as the primary technical contact for Visa Acceptance Solutions high-value global reseller partners, addressing technical challenges or payment inquiries that may arise, including but not limited to:
    • Educating partners on how new Visa Acceptance Solutions products and functionalities may enhance their business models.
    • Defining engagement processes and operating models between reseller partners, merchants, and Cybersource teams.
    • Managing production issues from escalation to resolution and client communication.
    • Championing product enhancement requests with cross-functional teams and being the voice of Product Readiness with partners.
    • Leading product training sessions and collaborating with internal training teams to develop Best-In-Class training for partner support teams and clients.
    • Possessing intermediate-level technical knowledge of multiple programming/scripting languages/APIs.
    • Demonstrating technical aptitude with the ability to articulate complex technical terms or processes in business language.
This position operates in a hybrid work environment. Hybrid employees alternate between remote and office work, with expectations to be in the office 2-3 set days a week based on business needs.

Qualifications

Basic Qualifications
  • 8 or more years of relevant work experience with a Bachelor’s 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’s Degree, or 7 or more years of relevant experience with an Advanced Degree (e.g., Masters, MBA, JD, MD), or 3 or more years of experience with a PhD.
  • 8 years of successful experience with client-facing responsibilities in the Payments industry.
  • Demonstrated strategic ability to resolve complex global cross-functional issues using critical thinking and sound judgment.
  • Functional experience in bankcard operations, supporting highly complex clients and/or services.
  • Proven ability to lead cross-functional teams through high-impact complex business issues that lack precedent.
  • Ability to build and maintain strong business relationships with internal and external stakeholders at senior and executive management levels.
  • Working knowledge of payment systems, including authorization and clearing systems, client connectivity, and settlement services.
  • In-depth knowledge of payments networks and processing services.
  • Understanding of client business drivers for their operations and processing businesses.
  • Transaction processing expertise.
  • Excellent knowledge of key technical specialties supported.
  • Experience with technical and/or sales account management.
  • Proven success with clients through a strategic and consultative approach leveraging analytical tools and processes.
  • Leadership experience on cross-functional crisis management teams as needed, often through unprecedented crises.
  • Overseeing the development of strategies and programs and action plans, aligning the Client Support organization’s efforts with other key Visa stakeholders.
  • Establishing and fostering relationships with clients and internal stakeholders at all levels of staff and senior management.
  • Developing and ensuring execution of support strategies to assist Client Sales in their efforts, setting service standards as required for the implementation and support of market-specific products and services.
Additional Information

Work Hours: Varies based on departmental needs.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting, requiring the incumbent to sit and stand at a desk, communicate in person and by telephone, and 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.