Consultant, Client Success - job 2 of 49

As a Consultant in Client Success at Visa, your main responsibilities include serving as a subject matter expert on Money Movement products, supporting clients through complex problems and operational queries, and proactively driving client success outcomes. You will manage escalated technical issues, educate clients about product features, and identify optimization opportunities to enhance product performance.

To qualify for the Consultant, Client Success role at Visa, candidates should possess strong technical proficiency, particularly in credit card payments and payment systems, as well as experience in the eCommerce industry. A solid understanding of web technologies, REST-based APIs, and excellent relationship management skills is essential to support and optimize client performance effectively.

A Consultant in Client Success at Visa enhances the client experience by fostering trusted partnerships, educating clients about ongoing service enhancements, and addressing operational issues promptly. By leveraging their expertise and understanding client pain points, they recommend solutions that improve product adoption and overall satisfaction.

In the role of Consultant, Client Success at Visa, you will manage 3-5 prioritized Money Movement clients. These are typically high-stakes clients who require expert support for their technical challenges and optimization opportunities. Ensuring these clients maximize value from Visa's products will be your chief focus.

Collaboration is crucial in the Consultant, Client Success role at Visa. You will work alongside various teams, including Client Services, Sales, and Product, to ensure that client needs are met efficiently. By establishing strong relationships and aligning strategies across departments, you’ll help enhance service delivery and client satisfaction.

To promote product adoption among Visa's clients, consider implementing tailored educational programs that showcase the functionality of the products. Additionally, actively solicit and incorporate client feedback to address specific needs and adapt your approach based on their evolving requirements.

Managing a technical escalation involves listening actively to the client's concerns, assessing the issue's impact, and collaborating with relevant internal teams to devise a solution. Clear, timely communication is key, along with providing regular updates until the problem is resolved satisfactorily.

In previous roles, I have worked closely with Money Movement products such as Visa Direct and B2B Connect. I understand their applications and have supported clients in implementing these solutions, resolving issues, and identifying opportunities to enhance their operational efficiency.

To maintain strong partnerships with internal account team members, I prioritize open communication and alignment on client objectives. Regularly scheduling check-ins and sharing insights about client performance can help ensure everyone is aligned and can support each other effectively.

To evaluate client satisfaction using NPS scores, I would analyze the scores in the context of client feedback. Understanding what drives satisfaction or dissatisfaction will help pinpoint areas for improvement, allowing me to propose actionable solutions that address specific concerns.

Certainly! At my previous job, a client faced a significant outage affecting their payment processing. I coordinated with multiple teams to identify the root cause and kept the client updated throughout the process. After resolving the issue, I worked with them to implement preventive measures, which strengthened our relationship.

Innovative solutions such as implementing AI-driven chatbots for immediate client support can enhance the client experience. Additionally, leveraging data analytics to provide personalized insights can help identify and address pain points quickly, fostering a more positive experience overall.

I stay updated on payment processing trends by regularly reading industry publications, attending webinars and conferences, and participating in professional networks. This knowledge allows me to provide clients with relevant insights that can enhance their operational strategies.

Conducting an operational review involves preparing a comprehensive analysis of the client's performance metrics, discussing areas of success, and pinpointing opportunities for improvement. I would collaborate closely with the client to set objectives for the next period and ensure that we create actionable plans to meet their goals.

I am passionate about building meaningful client relationships and maximizing their success through innovative payment solutions. Working at Visa excites me because of its reputation for excellence and innovation in the financial technology space, and I see a tremendous opportunity to contribute to client success.