Consultant, Client Success - Shared Services

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.

The Client Success Shared Services team is responsible for providing operational assistance to a large and diverse number of Visa clients. The team is responsible for helping clients resolve issues and drive improvement opportunities to completion.

The Consultant, Client Success is an individual contributor responsible for managing the operational relationship for applicable clients (15 - 20) and providing operational support and assistance in growing clients’ business. This role serves as a functional specialist, located in either Warsaw, Madrid or Riga and reporting to Head of Client Success, Shared Service Hub Europe.

This role will provide the opportunity to shape how Visa leads the management of a significant group of its growth clients through support and input into the automated tools, capabilities and processes that enhance the client experience. The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visa’s strategy. This involves delivering effective, efficient, and consultative operational support aligned to business objectives.

Responsibilities include:

• Establish working relationships with Client Services and other cross-functional subject matter experts to orchestrate consultation to resolve client issues and optimize client performance
• Ensure prompt and accurate resolution of client inquiries, always acting as a client advocate, deploying outbound and proactive client engagement when appropriate.
• Support client implementation of new Visa products the client purchases by coordinating with key client and Visa teams to expedite the implementation readiness activities and steer the client toward getting faster time to value and maximize adoption of deployed products.
• Participate in the design and delivery of initiatives to improve client adoption of products and use of Visa’s self-tools.
• Identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.
• 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.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

• Experience in a client success or client relationship management role that involved managing client expectations and in the financial services, software or information services industries. Payment industry experience strong plus
• Analytical skills to prepare and summarize data into business solutions and provide sound analysis
• Ability to communicate complex technical terms and/or processes in business language tailored to client
• The ideal candidate should be a self-starter with a demonstrated ability to work collaboratively to achieve results as part of a newly established 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 is a strong advantage
• Experience in project planning and project management capability and experience is an added advantage.
• Fluent English required. Local language and any other additional European languages advantageous.
• Basic to intermediate proficiency in the following skills:

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

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.