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Client Success Consultant - job 1 of 4

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

You will be an individual contributor responsible for owning the holistic post-sale Client Services operational relationship for applicable clients and providing operational support and assistance in growing clients’ business. You will be a trusted client advocate and works proactively with their client portfolio to enable new capabilities, manage geographic expansion, and promote product adoption.  

This role is an exciting opportunity to be at the forefront of Visa’s Client Success transformation by partnering closely 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 Sales and Product, you will proactively drive Client Success outcomes in alignment with Visa’s business agenda as detailed in the Sales Account Plan. You  will also define and deploy client support and service implementation strategies, including automated tools and capabilities to enhance the client experience, that drive value for our clients and support Visa’s strategy.  

This role serves as a functional specialist, located in Zurich and reporting to the Head of Client Services Central Europe. The role will be a member of the wider Client Success Management Team in Central Europe and focus on Visa's clients in Switzerland.

Responsibilities include: 

  • Support and/or oversee the implementation of new Visa products the Client purchases by coordinating key Client and Visa teams to expedite implementation readiness activities and steer the client toward getting faster time to value and maximize adoption of deployed products. 
  • Ensure Client operational goals and success metrics for their overall Visa product landscape are understood. 
  • Build and sustain a client advocate status with key client stakeholders by proactively executing against forward looking Client Success Plans, in alignment with the Account Team, to track client specific outcomes including a client’s adoption and performance of Visa products purchased.  
  • Participate in the design and delivery of initiatives to improve client adoption of products and use of Visa’s self-tools. 
  • Stay current with the latest payment processing trends, Visa solutions and technologies to provide a good Client experience and generate new sales leads as solutions to identified client pain points. 
  • Establish working relationships with Client Services and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance. 
  • Support development of client education and training materials (including webinars) to communicate new Visa Rules, essential mandates, Visa Business Enhancement Releases and/or upcoming changes to ensure client readiness and service compliance.  
  • Support and/or lead periodic operational reviews with clients and Visa stakeholders. 
  • Act, on an ad-hoc and as needed basis for applicable clients, as the escalation point for managing significant issues and major incident/crisis responses. 
  • Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed. 
  • Be the overall Client Services main point of contact for colleagues and clients in market.
  • Deliver Operational Resilience Support - disseminate approved Corporate Communications’ messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event, coordinating and escalating queries where appropriate (as per agreed Crisis Management Plan). 

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

  • *Analytical skills to prepare and summarize data into business solutions and provide sound analysis
  • Able to communicate complex technical terms and processes in business language tailored to client
  • Self-starter able to achieve results as part of an effective team (across countries and time zones)
  • Able to effectively prioritize and multi-task under deadlines
  • Experience using standard Microsoft Office tools (e.g., Excel, PowerPoint, Word)
  • Experience representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization
  • Knowledge of the payment industry (i.e., trends, threats, competitors, regulatory environments)
  • Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise.
  • Experience in project planning and project management capability and experience is an added advantage.
  •  Basic to intermediate proficiency in the following skills:

- Building client relationships - Build credibility and create trust-based relations and partner with clients to build their business
- Becoming customer centric - Listen to and prioritize customer needs to drive value realization and build trusted partnerships
- Success planning - Build measurable actions plans to help clients achieve their business goals and realize value from their products/solutions
- Client engagement - Communicate clearly and effectively with clients
- Proactiveness - Think ahead and take action
- Critical thinking - Take ownership over problems and find creative solutions to complex problems

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.

What You Should Know About Client Success Consultant, Visa

As a Client Success Consultant at Visa in Zurich, you will play a pivotal role in ensuring that our post-sale clients not only thrive but truly succeed. In this position, you'll take ownership of the client services relationship, working closely with our clients to help them grow their business. This means you’ll be their trusted advocate, guiding them through geographic expansions, new capabilities, and product adoption. What's exciting about this role is that you will be at the heart of Visa’s Client Success transformation, partnering with key clients to maximize their benefits from our innovative payment solutions. Your responsibilities will include implementing new Visa products, managing client adoption and performance metrics, and fostering strong relationships with client stakeholders. You’ll also stay abreast of the latest industry trends and help clients through challenges by leveraging Visa's resources. This is a hybrid job, providing the flexibility to work remotely while still collaborating with your team in the office a few days a week. If you have a knack for building client relationships and a passion for delivering exceptional service, this could be the perfect opportunity for you at Visa!

Frequently Asked Questions (FAQs) for Client Success Consultant Role at Visa
What are the key responsibilities of a Client Success Consultant at Visa?

As a Client Success Consultant at Visa, your primary responsibilities include owning the post-sale relationship with clients, coordinating implementation of Visa products, and driving product adoption. You'll work proactively with clients to ensure their operational goals are met while also developing education materials and delivering insights on industry trends to promote optimal performance.

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What qualifications do I need to become a Client Success Consultant at Visa?

To qualify for a Client Success Consultant position at Visa, you should possess strong analytical skills, proficiency in Microsoft Office tools, and experience in client/customer success or project management. A good understanding of the payment industry is also essential. Certifications in relevant areas are a plus, as is experience in building client relationships and critical thinking.

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What skills are beneficial for a Client Success Consultant at Visa?

Key skills for a Client Success Consultant at Visa include excellent communication skills to convey complex technical information, the ability to prioritize tasks effectively, and a proactive approach to identifying client needs. Building trust and enhancing client relationships while delivering measurable outcomes are also critical aspects of this role.

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How does the Client Success Consultant contribute to Visa's growth?

The Client Success Consultant role at Visa is instrumental in driving growth as it focuses on maximizing client benefits from Visa products. By fostering strong relationships, ensuring successful implementation, and enhancing product adoption, you'll help clients realize their goals and increase their overall satisfaction, leading to potential upsells and long-term partnerships.

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What is the work environment like for a Client Success Consultant at Visa?

The work environment for a Client Success Consultant at Visa is dynamic and hybrid. You will work remotely and in the office, fostering collaboration with your team. This flexibility allows you to balance focus and teamwork effectively while making a real impact in the lives of Visa clients.

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Common Interview Questions for Client Success Consultant
Can you describe your experience with client relationship management?

In response, you should share specific instances where you built and maintained client relationships, focusing on strategies and tools you used to ensure client success. Highlight any measurable outcomes that resulted from your relationship-building skills.

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How do you prioritize tasks in a fast-paced environment?

Provide examples of how you've effectively managed multiple projects simultaneously. Discuss your prioritization techniques, such as using project management tools or frameworks, to ensure timely completion and client satisfaction.

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What approaches do you use to promote product adoption with clients?

Detail your strategy for engaging clients in understanding and using new features. This might include training sessions, user guides, and regular check-ins to ensure they derive maximum value from the products they use.

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Describe a situation where you resolved a significant client issue.

Outline the challenge you faced, the steps you took to resolve it, and any positive feedback from the client. Emphasize your problem-solving skills and ability to maintain client trust during difficult situations.

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How do you stay updated with industry trends and changes?

Share the resources you rely on, such as industry publications, webinars, and networking events. Explain how you apply this knowledge within your role to enhance client services and solutions.

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What experience do you have with implementation processes?

Illustrate your experience by discussing specific projects where you oversaw or contributed to implementations. Highlight your role in coordination, timelines, and ensuring that client needs were met.

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How do you measure success in client engagement?

Discuss metrics you use to assess client engagement, such as adoption rates, customer satisfaction scores, or retention metrics. Provide examples of how you've turned this data into actionable insights.

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Why do you believe client education is crucial for success?

Explain the importance of educating clients on product features and best practices, as it leads to better utilization of the service, which in turn enhances their satisfaction and loyalty to the brand.

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Can you share an example of working with cross-functional teams?

Describe a project where collaboration with other teams was essential to achieving a common goal. Highlight your role in facilitating communication and ensuring alignment among teams.

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What strategies do you use to foster trust with clients?

Discuss techniques you've found effective in building trust, such as being transparent, consistently meeting commitments, and actively listening to client concerns to demonstrate that you value their input.

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Visa Inc. operates as a payments technology company worldwide. The company facilitates commerce through the transfer of value and information among consumers, merchants, financial institutions, businesses, strategic partners, and government entiti...

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Full-time, hybrid
DATE POSTED
January 11, 2025

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