Job details

Consultant, Client Success - job 30 of 49

Get a free resume review

The Consultant, Shared Service Client Success Manager is a client-facing, individual contributor role serving as a Money Movement subject matter expert. The Consultant enables new client capabilities, promotes product adoption and optimizes client performance. The role requires a high level of technical proficiency to succeed by supporting clients with complex problems and optimization opportunities.

This role is an exciting opportunity to be at the forefront of Visa’s Client Success transformation by partnering with key Visa clients to maximize their benefits realization and value from Visa products through optimizing their performance. Working in conjunction with Account Team members from Client Services, Sales and Product, you will help proactively drive Client Success outcomes in alignment with Visa’s business agenda.

The individual will also help drive client adoption of Visa products, including automated tools and capabilities to enhance the client experience, and that drive value for our clients and support Visa’s strategy. This role also requires a solution-oriented thinker who can recommend feasible optimization opportunities to strengthen the overall product and client experience. The individual will be expected to handle escalated support requests, working with other teams inside and outside the Client Services organization

This role serves as a functional specialist, located in North America, and reporting to the Director of Shared Services, Client Success Manager.

Shared Services Client Success Management is responsible for providing operational, technical, and post-launch support to Visa Clients using Money Movement products and services, including Visa Direct and B2B Connect, and additional MM products as needed. The team acts as a central hub responsible for helping clients resolve issues and drive improvement opportunities to completion.

Essential Functions

Support 3-5 prioritized/named Money Movement clients with subject matter and technical expertise as needed, as well as assist in operational queries that may arise for these clients.
Manage and troubleshoot escalated technical problems, interfacing with Product Development, Product Management, or Operations teams.
Establish relationships with Client Services and other cross-functional teams within Visa to deliver subject matter expertise consultation as needed to optimize client performance.
Foster and sustain trusted partnerships with internal Account Team members by aligning on the forward-looking relationship strategy and optimization opportunities
Educate and inform Clients about ongoing enhancements to Visa services, highlighting how these improvements can benefit their business.
Identify and document operational opportunities for scalability, aiming to enhance client experience, service quality, and efficiency.
Support periodic operational reviews with Clients and Visa stakeholders, incorporating input, comparison and client progress against product metrics
Drive and deliver initiatives to improve client adoption of Money Movement products and use of Visa’s self-service tools. Play an integral role in the Incident Management Process, partnering with Product and Technology teams to drive solutions for emerging or unique problems.
Play an integral role in the Incident Management Process by partnering with Product and Technology teams to drive solutions for emerging or unique problems and be accountable for communicating and managing technical incidents on a rotational basis for Money Movement P1 incidents, including providing updates to executive management, clients, and key stakeholders.
Understand and interpret NPS scores to gauge client satisfaction, solicit and incorporate client feedback to enhance service delivery and address concerns promptly.
Stay current with the latest payment processing trends, Visa solutions and technologies to provide a good Client experience and help generate new sales leads as solutions to identified client pain points.
Key Knowledge Domains:
Credit card payments and payment systems
eCommerce industry
Web technologies and systems
REST based APIs

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Average salary estimate

$80000 / YEARLY (est.)

min

max

$70000K

$90000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Consultant, Client Success, Visa

As a Consultant in Client Success at Visa, based in Ashburn, you will be a vital player in driving client satisfaction and product adoption. This unique opportunity allows you to leverage your expertise in Money Movement to support our valued clients and ensure they harness the full potential of Visa's offerings. Your role is to partner with key clients, providing them with tailored strategies to optimize their performance and improve their operational capabilities. You'll work alongside talented professionals in Client Services, Sales, and Product teams to drive outcomes that align seamlessly with Visa's business goals. Imagine helping clients navigate complex challenges while being their go-to expert for technical assistance. You’ll be instrumental in addressing escalated support requests and collaborating with other teams, enhancing the overall client experience through innovative problem-solving. Each day brings new challenges, where you'll be educating clients on the latest Visa enhancements, ensuring they are aware of how these can boost their operations. You’ll also play a crucial role in incident management, qualifying as a bridge between clients and internal teams, providing real-time updates during high-stakes situations. With a passion for technology and payments, you’ll stay current with industry trends, gathering client feedback and utilizing NPS scores to continuously improve service delivery. If you thrive in a dynamic, hybrid environment and are eager to make a positive impact on client relationships, this Consultant, Client Success role at Visa is where you belong!

Frequently Asked Questions (FAQs) for Consultant, Client Success Role at Visa

What responsibilities does a Consultant in Client Success at Visa have?

A Consultant in Client Success at Visa plays a critical role in engaging with clients to maximize their experience with our Money Movement products. Responsibilities include managing escalated technical problems, educating clients on product enhancements, and establishing strong relationships with account teams to drive client performance. This position also involves supporting 3-5 prioritized clients and offering technical expertise to resolve operational queries effectively.