Consultant, Client Success - job 0 of 50

As a Consultant, Client Success at Visa, your primary responsibilities include supporting named Money Movement clients, managing escalated technical issues, interfacing with cross-functional teams to optimize client performance, and driving product adoption. You'll also need to identify operational opportunities for scalability, educate clients on enhancements to Visa services, and foster trusted partnerships with internal teams.

To qualify for the Consultant, Client Success position at Visa, candidates typically need a solid understanding of payment processing, eCommerce, and web technologies, along with proficiency in REST APIs. Previous experience in client success or technical support would be beneficial, alongside strong problem-solving skills and the ability to collaborate effectively with cross-functional teams.

The Consultant, Client Success at Visa significantly impacts clients by ensuring they maximize their use of Visa Money Movement products. By addressing technical challenges and promoting product adoption, you play a crucial role in enhancing client satisfaction and achieving their business objectives through Visa’s solutions.

Essential skills for the Consultant, Client Success role at Visa include strong technical proficiency, exceptional communication abilities, analytical thinking to identify optimization opportunities, and relationship-building skills. A solution-oriented mindset to address client needs effectively and knowledge of payment systems is also critical to success.

The working environment for a Consultant, Client Success at Visa is hybrid, allowing for a mix of office work and remote flexibility. You'll collaborate closely with supportive teams while enjoying a culture that encourages innovation, continuous learning, and a customer-centric approach.

When handling escalated technical issues, I prioritize understanding the problem's specifics by gathering details from the client. I would then liaise with relevant technical teams to troubleshoot effectively and maintain clear communication with the client throughout the process, providing updates and managing expectations until resolution.

To foster relationships with clients, I focus on active listening to understand their needs and pain points. Regular check-ins, being proactive in offering solutions, and providing insights about Visa’s enhancements help build trust and show clients that their success is a priority.

In a fast-paced role, I prioritize tasks based on urgency and impact. I maintain a list of tasks, using project management tools to schedule deadlines effectively. By managing time well and being adaptable, I can respond quickly to client needs while still focusing on long-term goals.

I utilize various methods to educate clients about new Visa products, including scheduled webinars, one-on-one training sessions, and detailed documentation. I also promote hands-on experiences to show how new features can directly benefit their operations and increase efficiency.

In a past role, a client expressed frustration over a service issue. I listened actively to their concerns, arranged a meeting to discuss their needs, and worked with my team to implement a tailored solution. I followed up regularly during the process and ensured their feedback was incorporated, leading to increased satisfaction and a stronger relationship.

I stay updated on payment industry trends by subscribing to industry-related newsletters, participating in webinars, and engaging with professional networks. Attending conferences and taking relevant courses also helps me stay informed about the evolution of payment technologies and client expectations.

Client feedback is crucial in my work as it informs me about their experiences and areas needing improvement. I actively solicit feedback through surveys and informal check-ins, incorporating their insights to refine our approach and enhance our service delivery.

I would approach working with cross-functional teams by fostering open communication and collaboration. I believe in setting clear goals, seeking input from various perspectives, and ensuring everyone is aligned on client needs and outcomes for successful delivery.

To drive product adoption among clients, I focus on demonstrating the tangible benefits of the products. I highlight case studies, conduct training sessions, and offer continuous support for transitioning to new tools, ensuring that clients understand how our offerings can enhance their business operations.

I assess the success of a client onboarding process through metrics such as the time taken to onboard, client satisfaction feedback, and the frequency of engagement with our products post-onboarding. Regular follow-ups and progress reviews also allow me to gauge whether clients are utilizing the features effectively.