Sr. Consultant, Client Success

3 weeks ago

Ashburn Virginia, United States Visa Full time
Job Description

The Senior Consultant for Pismo is a critical role within the Global Service Experience time to help support Pismo as they expand their Visa net Processing Capabilities.

This individual will assist in defining and refining repeatable client management procedures to support Pismo as they begin to integrate to Visa's processing infrastructure. A key aspect of this role will be ensuring a consistent approach to all aspects of integration.  This will require strong program management skills with a focus on following a structured playbook and tracking/managing client integration activities.   Additionally, this individual will be a key liaison for cross-functional business units and will be tasked with developing effective working teams capable of solving complex business goals with successful outcomes.    

This leader will directly interact with diverse, cross functional teams to drive agendas, track progress, develop executive readouts, and successfully implement changes that improve and optimize the overall integration experience.

Primary Responsibilities:

Serve as a primary point of contact for Pismo as they begin their global expansion efforts

Serve as North America direct operational contact

Work with Pismo to ensure they are consuming proper Core and VAS services to serve their clients

Advocate internally for Pismo to explain their importance to Business Goals

Coordinate with in-region resources to ensure Pismo is complying and set-up for all regulatory and regional nuances

Ensure readiness for all regions for Business Enhancements

Visionary expertise identifying efficiencies and the tools and applications related to those efficiencies.

Coordinate internal resources to accomplish Visa and Pismo objectives

Ensure prompt and comprehensive resolution of Pismo inquiries as well as create and maintain updated support documentation

Report customer project accomplishments and deliverables to senior management

Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, and system enhancement support

Educate and train clients on best practices for all supported services

Represent complex customer change requests, system or operational requirements, negotiate and manage expectations internally and externally

Serve as an escalation point for complex issues

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.

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