Consultant, Client Success - job 12 of 50

As a Consultant, Client Success at Visa, you will be responsible for managing the post-sale Client Services operational relationship, supporting Visa product implementations, and ensuring clients achieve their operational goals. You'll work closely with clients to enhance product adoption and monitor their performance, all while collaborating with various internal teams to resolve complex issues and optimize client outcomes.

To excel as a Consultant, Client Success at Visa, candidates typically need a background in client relations or account management, strong communication skills, and a deep understanding of payment processing technology. Experience in a customer-facing role, along with a passion for driving client success and adaptability to new solutions, is also highly valued.

The Consultant, Client Success at Visa plays a significant role in driving growth by enabling clients to leverage Visa products effectively. By fostering relationships and executing success plans tailored to client needs, the Consultant helps clients maximize their benefits and identify new opportunities for implementing Visa's innovative solutions.

Key skills for success in the Consultant, Client Success role include exceptional problem-solving abilities, strong interpersonal skills, and a solid understanding of the payments landscape. Additionally, effective communication skills are vital for delivering insights, conducting training sessions, and building relationships with clients and cross-functional teams.

A typical day for a Consultant, Client Success at Visa involves engaging with clients to monitor their success metrics, coordinating with internal teams to expedite product implementations, and developing training materials. You will spend time strategizing alongside Account Team members and proactively identifying opportunities to improve client performance and satisfaction.

Client success means ensuring that our clients derive maximum value from the Visa products they utilize. As a Consultant, I would prioritize understanding each client's unique needs and challenges to create tailored strategies that help them achieve their business objectives and enhance their overall experience with Visa.

In a previous role, I engaged with a client facing significant challenges with a product. By actively listening to their concerns, I coordinated cross-departmental efforts to provide timely solutions, and maintained ongoing communication. This proactive approach not only resolved their issues but also strengthened our partnership, resulting in increased product adoption and satisfaction.

To promote product adoption, I would first analyze client usage patterns and identify barriers to adoption. Then, I'd provide tailored training sessions, offer insights on best practices, and share success stories of similar clients. Additionally, regular check-ins would help keep clients engaged and informed about new features and capabilities that could benefit them.

I stay informed by regularly reading industry publications, attending webinars, and participating in professional networks. I also engage in ongoing training and discussions with colleagues to share insights, ensuring I’m always up-to-date with the latest payment trends and Visa solutions to best support my clients.

My approach to creating a Client Success Plan involves collaborating with clients to assess their needs and establish clear success metrics. I would then outline actionable strategies, timelines, and expected outcomes, while incorporating ongoing feedback mechanisms to adapt the plan as needed to ensure continued success.

In such situations, I would first facilitate open communication with both the client and internal stakeholders to understand their perspectives fully. I’d then work on finding a compromise that meets both parties’ objectives. Transparency and collaboration are key in ensuring that everyone feels heard and valued while achieving a workable solution.

To build relationships with clients, I focus on active listening, understanding their business objectives, and following through on commitments. Regular touchpoints, personalized check-ins, and celebrating their successes help establish trust and position me as a reliable partner in their growth journey.

Assessing the health of a client account involves analyzing metrics such as product usage, client engagement, and feedback collected through surveys. I would also conduct periodic reviews to discuss clients' experiences and any pain points they might be facing, ensuring we address issues proactively.

I’m particularly excited about the opportunity to drive transformative experiences for clients at Visa. This role allows me to leverage my passion for client advocacy while working with innovative payment solutions to help clients maximize their potential and thrive in an evolving market.

Cross-functional collaboration is essential in the Consultant, Client Success role because it ensures comprehensive solutions for clients. By working closely with various teams like Product and Sales, we can deliver the best strategies and resources to address client needs, enhance their experience, and drive overall success.