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Consultant, Client Success - job 6 of 49

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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

$90000 / YEARLY (est.)

min

max

$80000K

$100000K

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What You Should Know About Consultant, Client Success, Visa

Are you ready to dive into the world of payments with Visa as a Consultant, Client Success? Based in the vibrant city of Atlanta, this role is all about being the go-to expert in Money Movement. You'll have the exciting task of enabling new client capabilities while promoting product adoption and optimizing client performance. It's an individual contributor position, so you'll be working directly with clients, helping them tackle complex issues, and uncovering opportunities to perform at their best. Imagine being part of Visa’s transformation journey where your insights will help clients fully realize the benefits of our innovative products. Collaboration is key, as you'll join forces with Account Teams, Sales, and Product experts to proactively drive success outcomes that align with Visa’s business objectives. You'll also play a significant role in educating clients about new enhancements and automation tools, adding real value to their operations. Your problem-solving skills will shine as you manage escalated support requests and troubleshoot technical challenges, ensuring clients are always supported. Plus, with responsibilities that span from building relationships to enhancing the overall client experience, this hybrid role is the perfect blend of technical expertise and strategic thinking. If you're passionate about payment processing and ready to take on a meaningful position that matters, the Consultant, Client Success role at Visa is calling your name!

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

What are the primary responsibilities of a Consultant in Client Success at Visa?

As a Consultant, Client Success at Visa, your primary responsibilities include serving as a subject matter expert in Money Movement, enabling new client capabilities, promoting product adoption, and managing escalated support requests. You will proactively collaborate with cross-functional teams to optimize client performance, educate clients on service enhancements, and identify operational opportunities to improve scalability and efficiency.