Consultant, Client Success - job 12 of 50

The Consultant, Client Success at Visa is responsible for supporting 3-5 prioritized Money Movement clients, managing escalated technical issues, fostering partnerships with cross-functional teams, and driving product adoption. This individual serves as a vital resource for resolving client inquiries, educating them on Visa's services, and identifying operational optimization opportunities to enhance overall client experiences.

Candidates for the Consultant, Client Success position at Visa should possess a strong background in client success management, technical support, or a related field. A deep understanding of credit card payments, eCommerce solutions, and REST-based APIs is vital. Furthermore, excellent communication skills, problem-solving abilities, and experience working in a collaborative environment are essential for success in this role.

The Consultant, Client Success plays a crucial role in enhancing client satisfaction by proactively addressing technical issues, providing expert guidance, and educating clients on Visa's service enhancements. This role also interprets NPS scores to gauge satisfaction levels and solicits feedback, ensuring that client concerns are addressed promptly and improvements are made continuously.

A typical day for a Consultant, Client Success at Visa involves engaging with clients, handling escalated support requests, and collaborating with internal teams to resolve technical problems. Additionally, the consultant will participate in operational reviews, assist clients in leveraging automated tools, and strategize on enhancing their use of Money Movement products to maximize success.

The Consultant, Client Success role at Visa is designed as a hybrid position, where the expectation for in-office days will be confirmed by the hiring manager. This structure allows for flexibility in working arrangements while still maintaining strong collaboration with teams and clients.

In managing client relationships as a Consultant, Client Success, I focus on building trust through open communication and understanding each client's unique needs. I prioritize proactive engagement by regularly checking in, providing tailored advice, and ensuring they are maximizing the use of Visa's services.

To troubleshoot technical issues effectively, I first gather detailed information about the problem from the client. I then analyze the data, consult with product or technical teams as needed, and provide a clear plan for resolution, ensuring the client feels supported throughout the process.

To increase product adoption among clients, I would leverage client education by organizing workshops and one-on-one sessions that demonstrate the value and features of Visa products. Additionally, I'd gather client feedback on pain points and adjust strategies to align with their goals.

In a previous role, I encountered a client facing significant payment processing delays. I conducted a thorough investigation, collaborated with cross-functional teams, and implemented a solution that reduced their processing times by 30%. This not only resolved the issue but also strengthened the client's trust in our services.

I stay updated on industry trends by subscribing to relevant tech and finance publications, attending webinars, and participating in professional networks. Additionally, I regularly review Visa's product updates and attend internal training sessions to deepen my knowledge about our offerings.

To measure client satisfaction, I utilize Net Promoter Scores (NPS), conduct regular surveys, and analyze feedback from client interactions. Additionally, I track engagement metrics regarding product usage and adoption rates to assess overall satisfaction and identify areas for improvement.

I would approach an unhappy client with empathy, first listening to their concerns without interruption. Then, I would work to understand the root cause of their dissatisfaction and collaborate with them on a solution, actively involving them in the process to ensure a positive outcome.

I have substantial experience in technical troubleshooting in payment systems, where I have dealt with various issues such as transaction failures, API integrations, and operational inconsistencies. I employ methodical problem-solving skills to identify the root causes and implement effective solutions swiftly.

I educate clients about new Visa services through personalized communication, product demos, and by sending detailed newsletters that highlight features, benefits, and best practices. This not only informs them but also motivates them to leverage new capabilities effectively.

I want to work for Visa because I'm passionate about transforming client success in the payment industry. Visa's reputation for innovation and commitment to client satisfaction aligns with my professional values, and I believe I can contribute significantly by helping clients optimize their use of Visa’s products.