Consultant - Client Success (Digital Partnership)
4 weeks ago
Team Summary
The Client Services team 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 partners to Visa’s clients, providing expertise to support and successfully grow their business.
The role of the Client Services Onboarding and Digital Partnerships (CSODP) team is to drive the successful onboarding of fintech and non-FI client opportunities, and account manage specific regional/global clients. In partnership with the respective business account leads across AP and globally, the team will account manage and support the clients’ growth plans in AP. In addition, the team provides onboarding program management support to client opportunities new to Visa.
What a CSO&DP Consultant does at Visa:
The CSO&DP Client Success Manager (CSM) will manage the operational relationships with some of Visa’s key global and regional Digital Partners in Asia Pacific. The Consultant role will work closely with the respective business leads to strengthen relationships, enable new capabilities, manage the geographic and product expansion of the clients, optimise performance, drive Visa’s business agenda, and act as the overall client advocate.
The expectations of this role include the following and is not limited to:
- AP Client Services relationship lead for key global and regional digital clients which may include issuers, acquirers, merchants, technology partners, and the technical account management of the xPays.
- Develop and deliver operational account plans & delivery roadmaps that support client objectives and Visa initiatives.
- Work with CSODP lead and business counterparts in AP to build seamless global support for assigned global clients.
- Deliver the clients’ growth and expansion plans with accountability for delivery that meets the expectations of the client and Visa’s business objectives.
- Identify and drive the payment success optimisation of the clients’ Visa portfolio.
- Proactively collaborate across functions and geographies including Digital Partnerships, Product, Risk, Account leads, Treasury, and Client Services to deliver the clients’ requirements and key initiatives
- Prepare and deliver operational reviews, quarterly and annual business reviews with effective and consultative support aligned to business objectives.
- Support operational initiatives, special projects and client-driven continuous improvement plans
- Deliver Visa’s operational and strategic initiatives to clients such as enabling new business initiatives, products and solutions, Business Enhancements, and mandates.
- Ensure that Client Services team drive client success and a high level of client satisfaction as measured by periodic client surverys.
- Introduce operational best practises and optimise clients’s transaction processing to Improve performance, cost effectiveness & compliance.
- Sell in and drive revenue generating opportunities with our clients including delivery of value added services.
- Accountable for operational client satisfaction.
- Provide technical consultation on systems, services & changes to clients
- Deliver effective event/incident management, coordinating business and client responses to processing incidents impacting clients, managing through to resolution, and root cause analysis.
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:
We are looking for candidates who have relevant payments experience. You will be curious about the payments industry, customer-centric, and possess a high degree of mental agility to diagnose and solve issues. As a candidate you should have
- Bachelor’s Degree or equivalent qualification.
- Minimum 8 years of relevant payments experience in a technical delivery role supporting customers.
- Strong interpersonal, influencing and negotiating skills with customers and staff at all levels.
- Ability to articulate complex technical/business issues and solutions to all levels of the organisation internally and externally to support strategic organizational plans.
- Ability to achieve results following ambitious deadlines, and balance multiple projects without compromising the deliverables.
- Excellent presentation and interpersonal skills, including strong oral and written capabilities
- Strong time management, project management, organization, and planning skills
- Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.
- Ability to set priorities, influence others, and manage customer expectations.
- Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders.
- Team oriented, collaborative, diplomatic and flexible.
- Self-starter with a demonstrated ability to achieve results as part of an effective team.
What will also help:
- Comfortable working in a complex and often ambiguous environment
- Curious and proactive in understanding the clients’ business.
- Demonstrate success in client relationship management
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.
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