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Senior Consultant, Client Engagement

2 months ago

Miami Florida, United States Visa Full time
Job Overview

The Visa Client Services division delivers top-tier operational assistance to Visa's clientele globally.

With our extensive expertise and insights, we integrate the customer perspective into the design, development, and successful launch of Visa's offerings.

We serve as reliable partners to Visa's clients, providing the knowledge necessary to support and enhance their business growth.


This role presents an exciting chance to join the newly formed Global Acceptance Client Services team, focusing on key global acceptance partners.

Visa and the Global Acceptance team aim to elevate 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 foster and enhance our shared business interests.

We are in search of a highly proficient and seasoned Senior Consultant to become part of our global team. The Senior

Consultant, Client Engagement, will serve as the Global Acceptance Client Services Acquiring lead for a prominent global processor.

This position is designed to facilitate close collaboration with the clients' global leadership.

The Senior

Consultant, Client Services, acts as the primary acquiring contact from Client Services and is responsible for managing the operational relationship with the clients.

This role collaborates with Client Services and business counterparts across various regions and functions to ensure a seamless and consistent global service experience.

Client assignments may evolve over time.


Given the significance of this role, it demands a high level of professionalism, strategic thinking, and adeptness in managing executive-level stakeholders both at the global client and within Visa.

This is a client-facing and strategic position, working closely with global account, sales, and product teams to proactively drive Client Engagement outcomes.


The ideal candidate will manage complex issues with minimal supervision, as part of the team supporting operational mandates, project implementations, and consulting initiatives that assist clients in expanding their Visa portfolios.


This role offers a unique opportunity to be at the forefront of Visa's Client Engagement transformation, partnering closely with key participants in the payment ecosystem to maximize the realization of benefits and value from Visa products and optimize their performance.

The Senior

Consultant, Client Engagement Management is responsible for:

  • Overseeing the comprehensive post-sale and operational relationship of assigned clients, serving as a vital ambassador for all Client Services teams by providing the central voice of Client Services to the clients and account teams.
  • Being 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.
  • Building and maintaining a trusted client partnership with key client executives and stakeholders by proactively executing against forward-looking Client Engagement Plans, which monitor a client's adoption, usage, and health index for Visa products.
  • Ensuring that clients' operational goals and success metrics for their overall Visa product landscape are thoroughly understood, with intended outcomes achieved and client readiness activities for upcoming initiatives tracked and measured in Client Engagement Plans.
  • Measuring and tracking additional client-specific outcomes, based on major client challenges and strategic objectives, utilizing Visa products and services.
  • Advocating for the client by demonstrating strong operational excellence through driving moderately complex and cross-functional initiatives in support of client goals, incorporating automated solutions to achieve operational efficiency and productivity improvements.
  • Coordinating and collaborating closely with applicable global and regional in-market Client Engagement Managers who manage local client relationships to ensure alignment with the global client relationship strategy and deliver a consistent client experience.
  • Overseeing the implementation of new Visa products with clients by coordinating key client and Visa teams globally to expedite implementation readiness activities, achieving faster time to value and maximized adoption of deployed products.
  • Maintaining strong relationships within Client Services and other cross-functional teams within Visa to orchestrate subject matter expertise consultation as needed to optimize client performance.
  • Maintaining a continuous 360-degree view of the client for effective communication and sharing internally and externally, and coordinating and leading global operational reviews with clients and Visa stakeholders.
  • Monitoring the entire Client Services experience from a global perspective, identifying issues affecting specific regions and proactively managing future risks accordingly.
  • Providing a global perspective and thoroughly communicating new Visa Rules, mandates, Visa Business Enhancement Releases, and upcoming changes to ensure client readiness and service compliance.
  • Acting as the central escalation point for managing client escalations concerning significant operational issues and supporting major crisis responses by maintaining ongoing interaction with clients to meet their specific needs.
  • Offering thought leadership on the latest global payment processing trends, Visa solutions, and technologies to deliver an outstanding client experience and generate new sales leads to address identified client challenges.
This is a hybrid position. Hybrid employees can alternate time between both remote and office work.

Employees in hybrid roles are expected to work from the office 2-3 set days a week, with a general guideline of being in the office 50% or more of the time based on business needs.