Consultant, Client Success - job 31 of 50

A Consultant, Client Success at Visa is responsible for serving as a subject matter expert on Money Movement, managing and troubleshooting escalated technical issues, establishing relationships with cross-functional teams, and driving client adoption of Visa products. You'll support 3-5 prioritized clients, ensuring they maximize their benefits from Visa solutions and drive performance improvements.

To thrive as a Consultant, Client Success at Visa, a candidate should possess strong technical proficiency in payment systems and eCommerce, combined with excellent interpersonal skills for client engagement. Familiarity with web technologies, REST-based APIs, and operational management is essential. A background in consulting or account management would be advantageous.

The Consultant, Client Success plays a crucial role in helping Visa execute its business agenda by promoting client adoption of Money Movement products and enhancing service delivery. By identifying optimization opportunities and maintaining strong client relationships, you'll directly influence client satisfaction and the successful realization of Visa's strategic goals.

The Consultant, Client Success position at Visa operates in a hybrid work environment. This arrangement allows for flexibility, with days in the office determined by individual managers. The role requires collaboration among various teams, making in-person interactions beneficial for fostering strong relationships while also accommodating remote work.

Visa offers numerous growth opportunities for those in the Consultant, Client Success role. By gaining extensive experience in client relations, payment systems, and operational excellence, you can develop valuable skills that can lead to advancement within Client Success management or related areas within Visa’s broader organizational structure.

To enhance client engagement as a Consultant, Client Success, I would prioritize building strong relationships through regular communication, understanding their business needs, and promoting tailored Visa solutions that align with their goals. Conducting operational reviews and gathering client feedback can also significantly bolster engagement.

My approach to troubleshooting technical issues involves actively listening to the client’s concerns, gathering detailed information, and leveraging my technical expertise to diagnose the problem. I would collaborate with internal teams, propose solutions, and ensure the client is updated throughout the process to maintain transparency and trust.

To promote the adoption of new Visa products, I would first educate clients about the benefits and features of these products. Organizing training sessions, sharing case studies, and providing continuous support can facilitate smoother integration into their operations and encourage usage.

Key metrics to track client satisfaction include Net Promoter Score (NPS), client retention and churn rates, feedback from client surveys, and the frequency of support escalations. Analyzing these metrics can provide insights into areas for improvement and influence overall client experience strategies.

I stay current with industry trends and technologies by subscribing to relevant trade publications, attending webinars, and participating in professional networks. Engaging with industry peers and following thought leaders on platforms like LinkedIn also helps me gather insights that can enhance my approach to client success.

Collaboration with cross-functional teams is vital in a Consultant, Client Success role. It ensures that I have the support from product development, sales, and operations to address client issues effectively. Working together can lead to holistic solutions that enhance the client experience and drive success for both the client and Visa.

Handling a dissatisfied client requires empathy and active listening. I would promptly address their concerns by acknowledging the issue, providing transparency about how we will resolve it, and following through with effective solutions. Ensuring open lines of communication is crucial for rebuilding trust and satisfaction.

To identify optimization opportunities, I would conduct thorough analysis of client interactions with Visa products, gather performance data, and solicit client feedback. By understanding their unique challenges and objectives, I can recommend specific enhancements that can drive efficiency and improve overall satisfaction.

In my previous roles, I consistently participated in incident management processes where I had to coordinate responses to escalated issues. I ensured prompt communication with clients and internal teams, prioritized resolution efforts, and followed up to confirm resolution satisfaction, thus minimizing disruptions and ensuring a seamless client experience.

When managing multiple clients, I prioritize tasks based on urgency, client needs, and the strategic impact of the tasks at hand. Utilizing tools for organization and communication helps me keep track of priorities while ensuring that I remain responsive to each client’s specific requirements.