Consultant, Client Success

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 Consultant Client Success is a client facing individual contributor role serving as a Visa Commercial Solutions subject matter expert. The Consultant enables new client capabilities promotes product adoption and optimizes client performance. The role requires a high level of technical proficiency to succeed by supporting clients with complex problems and optimization opportunities.

This role is an exciting opportunity to be at the forefront of Visas Client Success transformation by partnering closely with Visa clients to maximize their benefits realization and value from Visa products through optimizing their performance. Working in conjunction with Account Team members from Client Services Sales and Product you will proactively drive Client Success outcomes in alignment with Visas business agenda as detailed in the Sales Account Plan. The individual will also define and deploy client support and service implementation strategies including automated tools and capabilities to enhance the client experience that drive value for our clients and support Visas strategy.

This role serves as a functional specialist located in Warsaw, Poland and reporting to Director of Visa Commercial Solutions VCS Client Success Management. The VCS CSM team is made up of a wonderful group of specialized Client Success Managers in collaboration with colleagues across Visa to ensure our clients get the best value from our solutions. The team also focus on ways to optimize performance and cardholder experience and spot opportunities to grow further value across the partnerships we have with clients.

Responsibilities include

• Support and or oversee the implementation of new Visa products purchased by Clients by coordinating key Client and Visa teams to expedite implementation readiness activities and steer Clients toward faster time to value with maximized adoption of deployed products.
• Ensure Client operational goals and success metrics for their Visa Commercial Solutions product landscape is understood.
• 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.
• Drive and deliver initiatives to improve client adoption of Visa Commerical products and use of Visas self service tools.
• Stay current with the latest payment processing trends Visa solutions and technologies to provide a good Client experience and generate new sales leads as solutions to identified client pain points.
• Establish relationships with Client Services and other cross functional teams within Visa to deliver subject matter expertise consultation as needed to optimize client performance.
• Provide Visa Commercial Solutions subject matter expertise and consultation to Visa clients by leveraging insights and understanding of their local markets and product needs within the relevant verticals they operate to continually enhance the Client experience.
• Support periodic operational reviews with Clients and Visa stakeholders incorporating input comparison and client progress against product metrics.
• Proactively identify and drive opportunities to optimize client performance by monitoring client health.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

• ​​​​​​Technically proficient in payment processing of card transactions, both plastic and virtual within commercial business to business flows
• Commercial knowledge of what drives demand in Corporate and Commercial payments
• Able to communicate complex technical terms and or processes in business language tailored to client
• Self starter able to achieve results as part of an effective team across countries and time zones
• Able to effectively prioritize and multitask under deadlines
• Experience representing technical and or business issues and solutions to influence audiences at multiple levels of an organization including executives in support of strategic business plans
• Knowledge of the payment industry such as trends threats competitors and regulatory environments
• Certifications or qualifications in Client Customer Success project management or related areas of practice and expertise.
• Basic to intermediate proficiency in the following skills

1. Building client relationships. Build credibility and create trust based relations and partner with clients to build their business
2. Becoming customer centric. Listen to and prioritize customer needs to drive value realization and build trusted partnerships
3. Success planning. Build measurable actions plans to help clients achieve their business goals and realize value from their products solutions
4. Client engagement. Communicate clearly and effectively with clients
5. Proactiveness. Think ahead and take action
6. Critical thinking. Take ownership over problems and find creative solutions to complex problems
7. Technical skills. Continuous acquisition application and refinement of technical skills relevant to the role and payments

Additional Information

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.