Consultant, Client Success - job 8 of 50

As a Consultant, Client Success at Visa, your primary responsibilities include supporting Money Movement clients with expert knowledge, managing escalated technical problems, and collaborating with Account Team members to optimize client performance. You'll also be tasked with educating clients about product enhancements, driving adoption of Visa services, and identifying opportunities for operational improvement.

To excel as a Consultant, Client Success at Visa, a strong background in payment processing systems and eCommerce is essential. You should also possess excellent problem-solving skills, technical proficiency, and the ability to foster relationships across teams. It's advantageous to have experience with REST-based APIs and a keen understanding of client satisfaction metrics, such as NPS scores.

The Consultant, Client Success role drives client adoption of Visa products by educating them on product features, providing tailored solutions to their pains, and facilitating hands-on support throughout the onboarding process. This proactive engagement helps ensure that clients can leverage all tools and capabilities available to them, ultimately leading to improved performance and satisfaction.

The Consultant, Client Success plays a crucial role in maintaining client relationships at Visa by building trust and serving as a reliable point of contact for technical issues and inquiries. By working closely with clients and internal teams, Consultants ensure that clients feel supported and valued, leading to long-term partnerships and increased utilization of Visa products.

A typical day for a Consultant, Client Success at Visa involves tackling escalated client issues, leading client meetings, and collaborating with various internal stakeholders. You might also analyze client feedback, strategize for operational reviews, and actively promote new features or tools that could enhance the overall client experience.

To understand a client's needs effectively, I would prioritize active listening during meetings, ask questions to explore their objectives, and analyze their feedback on existing services. Building rapport with clients helps in gathering honest insights about their experiences and areas where they seek improvement.

When handling escalated technical problems, I would first ensure that I have a clear understanding of the issue. Then, I would communicate transparently with the client about the troubleshooting steps being taken, coordinate with relevant internal teams, and keep the client updated on progress until the issue is resolved satisfactorily.

To promote the adoption of Visa's Money Movement products, I would highlight the unique benefits that these solutions offer, provide personalized demonstrations, and share case studies of successful implementations. Regular follow-ups and offering support throughout the transition also encourage clients to embrace new technologies.

I prioritize multiple client accounts by assessing the urgency and importance of their needs, employing a tracking system to manage tasks, and setting clear deadlines. Open communication with clients about potential timelines helps set expectations and prioritizes efforts effectively.

Effective communication is pivotal in client success as it fosters trust, transparency, and collaboration. By effectively conveying complex information and actively listening to clients, we can ensure alignment and satisfaction, ultimately driving better business results.

In a previous role, I recognized that a client was not fully utilizing our reporting tools, which led to inefficiencies. I arranged a training session to demonstrate the features, and by optimizing their processes with these tools, they achieved a significant reduction in reporting time and improved accuracy.

I stay updated with the latest trends in payment processing by regularly attending industry webinars, following relevant publications and thought leaders on social media, and participating in professional networks. This continuous learning is essential to provide the best insights for our clients.

To gauge client satisfaction, I would utilize Net Promoter Score (NPS) surveys, track response times to inquiries, monitor service usage statistics, and solicit direct feedback through client reviews. This data helps inform decisions on areas needing improvement.

Cross-functional collaboration is essential in this role as it allows for the pooling of diverse expertise. It leads to more comprehensive solutions to client issues, improvement of products based on client feedback, and a cohesive approach to achieving client success across the organization.

For someone new in the Consultant, Client Success role, I recommend focusing on building strong relationships with clients and internal teams. Establishing trust and keeping lines of communication open are vital for understanding client needs and driving successful outcomes.