Sr. Consultant, Client Success

Team Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

What the Senior Consultant, Client Success does at Visa:

As a Client Success Senior Consultant, you will be leading Client Services operational engagement for Visa clients, serving as an operational/technical consultant for Money Movement Solutions products. This is an individual contributor role working independently under limited supervision and requires strong execution, technical knowledge, analytical skills, and relationship management with key stakeholders and clients.

The Senior Consultant is the face of Visa’s support organization to Visa’s clients and represent these clients internally to business, product and technology teams. You will need to have a strong collaborative mindset, strong technical aptitude along with executive level written and oral communications skills. In addition to these skills, a Senior Consultant will need to have strong analytical skills and is required to become technical knowledge expert to multi-functional business teams around them. This role is a good mix of business, functional and technical knowledge providing the role holder flexibility and learning in the dynamic digital payments ecosystem

You will be accountable for supporting clients in the market for all products relating to Money Movement Solutions. This includes managing the operational side of the client relationship and identifying and enabling the right services and capabilities to drive growth and optimize the client relationship.

Money Movement Solutions at Visa:

Money Movement Solutions at Visa encompass a wide range of services designed to facilitate domestic and cross-border payments. These solutions include:

Domestic and Cross-Border Payments: Visa provides connectivity to payment networks and messaging services such as ACH, RTP, and RTGS, enabling seamless money movement across borders.

FX Options: Visa offers an extensive range of FX options with real-time rates, held quotes, forwards, and more.

Card, Account, and Wallet Solutions: Visa's solutions increase reach through a range of card, account, and wallet options, allowing clients to collect, convert, hold, and pay in multiple currencies from a single provider.

In this role, you are expected to:

• Provide high value customer service support on day-to-day items to Visa Clients and internal staff to ensure customer expectations are exceeded, be the voice of the client.
• Proactively notify clients regarding any widespread or business critical problems with the application,and leads internal and external recovery efforts of product and/or processing service interruptions.
• Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support. Participate in cross functional customer service delivery initiatives across clients and Visa internal teams.
• Coordinate internal resources to accomplish Visa and client objectives.
• Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa
• Build and enhance positive working relationships with key clients and internal stakeholders.
• Project manage and lead enablement activities for existing and new products introduced to the market, tapping on Global and Regional resources for execution.
• Report customer project accomplishments and deliverables to senior management.
• Engage Technology and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues.
• Educate and train clients on best practices for Money Movement Solutions products.
• Represent difficult and mildly complex customer change requests, system or operational requirements, negotiate and manage expectations internally and externally
• Develop and manage operational initiatives, special projects and client-driven continuous improvement plans.
• Identify and implement opportunities to improve the client experience by streamlining operational processes.
• Understand and support market strategies, develop and track account plans
• Embrace and implement new methodologies on an ongoing basis as the business scales within the organization

Why this is important to Visa

The Senior Consultant is vital in helping Visa to deliver against the operational needs of a key market, allowing us to provide the right support and partnership that recognises client specific requirements. This role provides an excellent opportunity to grow Visa’s business in Vietnam by driving value to our clients through effective enablement and customer centric support.

What you will need:

We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:

• Bachelor’s Degree in Computer Science, Technology or equivalent
• Minimum 10+ years of experience in product/project management or product development in the payments industry
• Functional Project management experience in a client facing role
• Understanding of digital payments and web-based technology including HTML, web- based service APIs, JSON, XML
• Working knowledge of core transaction processing (message routing, authorization, clearing & settlement)
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions where little or no precedence exists. Be able to communicate complex, technical concepts in a focused and well organized manner
• Willingness to take on new challenges in a fast-paced environment and be flexible with multi-tasking and changing priorities. Ability to work in the “grey area” where answers may not be known but need to be developed
• Excellent verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills in negotiating and influencing internal and external stakeholders
• Organized self-starter, result oriented, and a passion for scaling new products
• Expert knowledge of standard MS Office tools (e.g., MS Project, Excel, PowerPoint, Word, Visio, etc.)
• Stakeholder management 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 staff and management at all levels. Demonstrated ability to articulate complex technical terms or processes into business language
• Ability to set priorities and manage customer expectations, and work both as part of a team and independently
• Strong interpersonal skills and proven abilities in negotiating with and influencing clients and staff at the working level
• Excellent time management, organization, and planning skills
• Excellent verbal, written, presentation and interpersonal skills are required.

What will also help:

• A preferred candidate would have a broad operational experience relating to card, remittance and money movement solutions and be able to relate the operational needs of the client to their business drivers. They would be committed to excelling with partners, with a record of accomplishment in understanding, anticipating and delivering the client’s needs. The ideal candidate would lead by example, taking accountability to organize across the company to deliver at the highest standard.
• Demonstrated success in client relationship management

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.