Consultant, Client Success - job 25 of 49

As a Consultant, Client Success at Visa, your key responsibilities will include supporting prioritized Money Movement clients by providing subject matter and technical expertise. You'll troubleshoot and manage escalated technical problems, collaborate with cross-functional teams to optimize client performance, and establish trusted relationships to drive product adoption. Additionally, you'll conduct operational reviews, educate clients on service enhancements, and stay informed about the latest payment processing trends.

To excel as a Consultant, Client Success at Visa, you'll need strong technical skills in payment systems, preferably with a background in credit card payments, eCommerce, and web technologies. A solution-oriented mindset, excellent interpersonal skills for relationship management, and the ability to navigate complex operational scenarios are essential. Additionally, familiarity with REST-based APIs and relevant industry trends will be important.

The Consultant, Client Success at Visa plays a vital role in enhancing client satisfaction by delivering expert consultation, resolving technical issues effectively, and fostering strong partnerships with clients. By optimizing product usage and ensuring clients are aware of improvements to Visa services, you significantly contribute to positive client experiences and continued relationship growth.

As a Consultant, Client Success at Visa, you will work in a hybrid environment, balancing remote work with days in the office as determined by your hiring manager. Your role involves not only providing support to clients but also collaborating with various teams to address technical challenges, making it an engaging and dynamic work setting.

To succeed as a Consultant, Client Success at Visa, focus on developing strong technical skills related to payment systems, exceptional communication abilities for client interactions, and project management capabilities to handle operational reviews and escalations effectively. Additionally, staying current on industry trends and Visa's product offerings will equip you to recommend relevant optimization opportunities.

When answering this question, be specific about your previous roles that involved payment systems. Highlight your technical expertise, the types of projects you’ve worked on, and any successful outcomes that demonstrate your understanding of Money Movement products.

Explain your systematic approach to troubleshooting, such as identifying the problem, collaborating with team members, and testing potential solutions. Providing a specific example where you successfully resolved an issue can enhance your answer.

Describe your methods for educating clients, such as webinars, one-on-one training sessions, or written materials. Mention how you ensure clients understand the benefits of these products and how they can improve their business.

Discuss your organizational skills, using tools or techniques you employ to manage your time effectively, prioritize tasks, and ensure all clients receive adequate attention and support.

Provide a specific instance where your actions directly contributed to increased client satisfaction. Explain the situation, what you did to address client needs, and the positive outcomes that resulted.

Talk about key metrics you analyze, such as NPS scores and usage statistics. Explain how you integrate feedback from clients and your observations to recommend actionable improvements.

Share your relationship-building techniques, such as regular check-ins or personalized communication, and provide an example of a successful long-term client relationship you've nurtured.

Discuss resources you utilize, like industry publications, webinars, and professional networks, and how staying informed has benefited you in your previous roles.

Illustrate your approach to managing client dissatisfaction, including listening empathetically, investigating the issue, and collaborating with internal teams to find a resolution that satisfies the client.

Describe instances where you collaborated with product development, sales, or other teams to drive results for clients. Highlight how this collaboration positively impacted client outcomes.