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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

$85000 / YEARLY (est.)

min

max

$75000K

$95000K

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What You Should Know About Consultant, Client Success, Visa

As a Consultant in Client Success at Visa, based in Atlanta, you'll be stepping into a pivotal role that shapes the way clients interact with our cutting-edge Money Movement products and services. This is not just another job; it’s a chance to partner with key Visa clients as a subject matter expert, ensuring they fully realize the benefits of our offerings. Your mission? To enable new capabilities, promote product adoption, and optimize client performance. You will be the go-to person for addressing complex issues and identifying optimization opportunities that enhance the client experience. Collaborating closely with Account Team members across Client Services, Sales, and Product, you'll drive client success in harmony with Visa's strategic goals. Your days will be packed with troubleshooting escalated technical problems, nurturing relationships with internal teams, and educating clients about new enhancements to our services. Your insights will help clients overcome challenges and exploit the full potential of Visa Direct and B2B Connect. Get ready to engage deeply with our systems and stay ahead of the latest in payment processing trends. As a hybrid employee, you'll enjoy the flexibility of working remotely while still connecting with your team on-site as needed. If you’re ready to leverage your technical proficiency and solution-oriented mindset to elevate client satisfaction and drive success, we can’t wait to meet you!

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

What are the main responsibilities of a Consultant, Client Success at Visa?

As a Consultant in Client Success at Visa, your primary responsibilities include supporting 3 to 5 key Money Movement clients, managing escalated technical issues, and establishing solid relationships with internal teams to optimize client performance. You'll educate clients on service enhancements, identify operational opportunities for scalability, and drive initiatives to improve adoption of Visa products, making your role crucial for fostering client satisfaction.