Sr. Consultant, Enterprise Engagement Lead

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 Senior Consultant, Enterprise Engagement Lead is an individual contributor responsible for owning the overall post sale Client Services relationship for a pan-regional based Client with a vast and sophisticated payments operation, and ambitious strategic geographical and portfolio expansion objectives. This is a hybrid role with the responsibility of owning the local relationship and leading and driving the coordination and collaboration with both internal and external stakeholders across the markets where the client operates. This individual contributor will focus on understanding the clients business and operational priorities, providing operational solutions to support the Clients growth objectives, and on optimizing adoption and performance of Visa products and services. The Senior Consultant is a trusted client advocate and works proactively with the client to optimize and expand the adoption of the Clients Visa product portfolio, identify new Visa product and service sales opportunities that meet the client needs, enable new capabilities, support geographic expansion, whilst helping the client stay up to date on Visa rules, mandates and regulatory requirements. The role requires a high level of professionalism, leadership and interpersonal skills to manage relationships with a variety of internal and Client stakeholders. This role is an exciting opportunity to be at the fore front of Visas transformation by partnering closely with the Client to maximize their benefits realization and value from Visa products through optimizing their performance in both the face to face and card not present environments. Working in conjunction with Account Team members from Sales and Product, you will proactively drive outcomes for Client 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 Milan Italy and reporting to Head of Client Services Southern Europe.

Responsibilities include

• Oversee the implementation of new Visa products the Client purchases by coordinating key Client and Visa teams to expedite implementation readiness activities and steer the client toward getting faster time to value and maximize adoption of deployed products.
• Ensure Client operational goals and success metrics for their overall Visa product landscape are understood.
• Build and sustain a trusted client advocate status with key client stakeholders by proactively executing against forward looking plans, in alignment with the Account Team, to track client specific outcomes including a clients adoption and performance of Visa products purchased.
• Drive and deliver initiatives to improve client adoption of products and use of Visas self service tools.
• Stay current with the latest local market trends, payment processing trends, Visa solutions and technologies to provide a great Client experience and generate new sales leads as solutions to identified client pain points.
• Establish working relationships with Client Services teams and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.
• Close alignment and engagement with sales account teams on driving the objectives and targets for the client, in line with client success outcomes, and ensuring early engagement to secure clients earliest return on investment.
• Develop contribute to client education and training materials including webinars to communicate new Visa Rules, essential mandates, Visa Business Enhancement Releases and or upcoming changes to ensure client readiness and service compliance.
• Lead periodic operational reviews with Client and Visa stakeholders at market and regional levels.
• Act, on an ad hoc and as needed basis for the Client, as the escalation point for managing significant issues and major incident crisis responses.
• Proactively identify and drive opportunities to optimize client performance by monitoring client performance and liaising with specialist Visa teams as needed.
• Coordinate and collaborate with regional and in market Client Services team members to maintain a continuous 360 degree view of the Client and deliver a consistent operational relationship experience. Expectation is this is across all the relevant markets that client exists in, and this 360 degree view is obtained ideally based on own research from data points across markets vs dependency on market based resources.
• Delivering Operational Resilience Support, to disseminate approved Corporate Communications messages to the Client and maintain ongoing interaction with the Client to meet their specific needs throughout a crisis event, coordinating and escalating queries where appropriate as per agreed Crisis Management Plan and participating alongside their Client in the Annual Crisis Simulation exercise Europe only.

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

Qualifications

Experience in a customer services role in financial services, payment cards, software, or information services industries.
Excellent verbal, written, presentation, and interpersonal skills are required.
In depth knowledge of the payment industry i.e., trends, threats, competitors, regulatory environments.
Analytical skills to extract and synthesize relevant data into business solutions and provide sound analysis.
Able to communicate complex technical terms and or processes in business language tailored to client environment.
Self starter able to achieve results as part of an effective team across countries and time zones and execute with minimal supervision.
Able to effectively prioritize and multi task under deadlines.
Good project planning and project management capability and experience is an added advantage.
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.
Experience using data points to create storyline within the context of client use cases will also be advantageous.
Certifications or qualifications in Client Customer Success, project management or related areas of practice and expertise is a strong advantage.
Fluent in both Italian and English.
Intermediate to expert proficiency in the following skills
Building client relationships Build credibility and create trust based relations, partner with the Client to build their business, leveraging, as applicable, all the value of Visa support tools processes and teams.
Customer centricity Listen to and prioritize customer needs to drive value realization and build trusted partnerships, whilst being confident in their client relationship to set expectations and also hold the Client accountable for their adherence to Visa standards and rules.
Success planning Build measurable action plans to help the Client achieve their business goals and realize value from their products solutions driven against the objectives that matter most to the Client.
Client engagement Communicate clearly and effectively with the Client with relevant data points and within the context of the clients user stories.
Proactiveness Think ahead and take action to prevent issues anticipate gains and opportunities for the client, and plan ahead collectively against the clients overall plans and timelines.
Critical thinking Take ownership over problems and find creative solutions to complex problems encouraging automation and simplicity of processes to the extent possible.

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.