Consultant, Client Success - job 0 of 50

The Consultant, Client Success at Visa focuses on enhancing the client experience by supporting Money Movement clients with technical expertise and operational queries. This includes managing escalated issues, driving product adoption, and establishing strong relationships with cross-functional teams to optimize client performance.

To excel as a Consultant, Client Success at Visa, candidates should have a strong background in payment systems and eCommerce, along with proficiency in web technologies and REST-based APIs. Technical proficiency, problem-solving skills, and a solution-oriented mindset are key to driving client satisfaction and success.

The Consultant, Client Success plays a pivotal role in Visa's Client Success transformation by partnering with clients to maximize their benefits from Visa products, promoting product adoption, and ensuring that clients utilize available resources effectively for improved performance.

As a Consultant, Client Success at Visa, you'll specifically support 3-5 prioritized Money Movement clients, acting as a subject matter expert. You'll address their unique needs and provide personalized operational and technical support to enhance their overall experience.

The Consultant, Client Success position at Visa is a hybrid role. While some days may be spent in the office, flexibility exists, and specific expectations regarding in-office days will be confirmed by your hiring manager.

In a Consultant, Client Success role, effective prioritization begins with understanding each client's unique challenges and goals. I would take a proactive approach by regularly communicating with clients, assessing their needs, and aligning them with our product offerings to drive the best outcomes.

In a past role, I encountered a situation where a client had difficulties with our payment processing system. By thoroughly examining the technical aspects and collaborating with the product team, I was able to identify the issue and facilitate a solution that not only resolved their concerns but also improved their overall operational efficiency.

Educating clients about new Visa services requires a clear communication plan. I would leverage tailored presentations, detailed documentation, and interactive workshops to showcase how enhancements can directly benefit their operations and encourage questions or feedback to ensure clarity.

Handling escalated technical issues requires calmness and a systematic approach. I would first listen carefully to the client's concerns, gather relevant information, and then collaborate with specialized product teams. Timely updates and transparent communication throughout the resolution process are also critical.

Client feedback is essential in the Consultant, Client Success role. It drives continuous improvement and product optimization. I would actively solicit feedback during reviews and utilize it to enhance service delivery, while also addressing any immediate concerns raised by the clients.

Key skills for a successful Consultant, Client Success include strong technical acumen, effective communication, problem-solving abilities, and relationship-building skills. It's important to connect deeply with clients and understand their needs while also keeping abreast of industry trends.

Building relationships with cross-functional teams at Visa involves regular communication, fostering transparency, and aligning shared goals. I'd initiate collaborative projects, participate in cross-department meetings, and ensure a mutual understanding of team responsibilities to enhance partnership effectiveness.

To ensure clients are aware of advancements in Visa products, I would implement a regular communication strategy that includes newsletters, webinars, and personalized follow-ups. Keeping them informed helps in maximizing product use and improving their overall satisfaction.

Measuring client satisfaction can be achieved through Net Promoter Scores (NPS), regular surveys, and feedback sessions. I would analyze trends in the data collected and use this insight to implement improvements to service delivery and client interactions.

Staying updated on industry trends and technologies involves engaging with thought leaders, attending conferences, participating in webinars, and consuming relevant industry publications. This knowledge enables me to provide clients with the best recommendations and insights to enhance their operations.