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Senior Consultant, Client Success
3 weeks ago
**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** Team Summary**
Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting implementation of Visa products and services globally, Client Services is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools.
We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
**What a Senior Consultant, Client Success does at Visa**
As a Senior Consultant, Client Success, you will be leading Client Services operational engagements for key regional Merchants. This position requires execution, analytical skills, and client relationship abilities. This role works independently.
In this role, you are expected to:
- Partner with Account Executives (AEs) to lead operational activities with our client providing an advanced level of technical consultation on systems and services.
- Act as liaison for the client and provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
- Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back-office processing).
- Represent complex customer change requests, system, or operational requirements, negotiate, and manage expectations.
- Lead operational activities with key regional Merchants.
- Develop and deliver operational account plans & delivery roadmaps for key regional Merchants, supporting key client objectives and Visa initiatives.
- Develop and manage strategic planning, operational initiatives, special projects, and client-driven continuous improvement plans, including driving adoption of Value-Added Services.
- Ensure that Client Services team deliver Visa’s objectives whilst helping to drive client success and a high level of client satisfaction.
- Assist in incident management, identifying processing problems and client impacts, communicate ongoing situation status and resolution.
- Work with our clients to manage assignments such as client initiatives, or change requests that are diverse in scope, and determine the appropriate courses of action to deliver.
- Focus on improvement of performance, cost effectiveness & compliance, introducing operational best practices and client processing optimisation.
- Identify additional business opportunities for clients, drive value-added services and new payment flows to increase service quality & revenue.
**Why this is important to Visa**
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.
**Qualifications**
What you will need
- Bachelor’s Degree or equivalent qualification with 10+ years of experience in a customer support role in software, financial or information services, or with at least 4 years knowledge on payment systems services.
- Acquiring Merchant knowledge and functional experience in digital payment operations, preferably Visa, supporting highly complex clients and/or services
- Working knowledge of Visa systems including authorization & clearing systems, network tokens, client connectivity, Visa Settlement Services.
- Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit and proven abilities in organizational, conceptual, and logical problem solving
- Customer and business focus with proven ability to establish productive working relationships with team and management at all levels.
- Ability to set priorities and manage cus
