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Sr. Consultant, Client Success - job 42 of 50

The Sr. Consultant, Client Success is an individual contributor responsible for owning the holistic post-sale Client Services relationship for applicable clients and providing operational solutions in support of growing clients’ business. The Sr. Consultant is a trusted client advocate and works proactively with their client portfolio to enable new capabilities, manage geographic expansion, and promote product adoption.  The role requires a high level of professionalism, leadership and interpersonal skills to manage relationships with a variety of internal and client stakeholders.

This role is an exciting opportunity to be at the forefront of Visa’s Client Success transformation by partnering closely with key Visa clients to maximize their benefits realization and value from Visa products through optimizing their performance. Working in conjunction with Account Team members from Sales and Product, you will proactively drive Client Success outcomes in alignment with Visa’s business agenda as detailed in the Sales Account Plan. The individual will also define and deploy client support and service implementation strategies, including automated tools and capabilities to enhance the client experience, that drive value for our clients and support Visa’s strategy.

This role serves as a functional specialist, located in the North America region and reporting to the Sr. Director on the North America Enablers team. The position will support issuing and / or acquiring lines of business for complex global and / or multi-regional enablers with business operations in North America. Additional lines of business and customers may be added, and customer assignments may change over time.

Essential Functions

  • Oversee the implementation of new Visa products the Client purchases by coordinating key Client and Visa teams to expedite implementation readiness activities and steer the client toward getting faster time to value and maximize adoption of deployed products.
  • Ensure Client operational goals and success metrics for their overall Visa product landscape are understood.
  • Build and sustain a trusted client advocate status with key client stakeholders by proactively executing against forward looking Client Success Plans, in alignment with the Account Team, to track client specific outcomes including a client’s adoption and performance of Visa products purchased. 
  • Drive and deliver initiatives to improve client adoption of products and use of Visa’s self-service tools.
  • Stay current with the latest local market trends, payment processing trends, Visa solutions and technologies to provide a great 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.
  • Develop 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.
  • 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.
  • Showcase operational excellence by supporting cross-functional initiatives to improve the Client experience, incorporating automated solutions to drive efficiency and productivity.
  • Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.
  • As applicable, coordinate with global, regional and/or in-market Client Success team members to maintain a continuous 360-degree view of the Client and deliver a consistent operational relationship experience.

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

Average salary estimate

$105000 / YEARLY (est.)
min
max
$90000K
$120000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Sr. Consultant, Client Success, Visa

At Visa, we're on the lookout for a Sr. Consultant, Client Success, based in Ashburn, to join our dynamic team! This role is all about relationship building and transforming client experiences. As a trusted advocate for our clients, you'll take charge of the post-sale services, working hand in hand to ensure they maximize their benefits from our products. You’ll be the key player in driving product adoption and enabling new capabilities while helping clients expand geographically. This means you'll have the chance to make a significant impact on their businesses! Your exceptional leadership and interpersonal skills will help you navigate relationships with various stakeholders. You'll collaborate closely with the Account Team from Sales and Product, crafting Client Success Plans that align with Visa’s agenda. The responsibilities are diverse and exciting – from managing the implementation of new Visa products to developing training materials and conducting operational reviews. Staying current on market trends will empower you to provide top-notch client experiences and lead initiatives that drive product usage. You'll also harness automated tools to enhance client services while fostering a culture of operational excellence. And remember, this position is hybrid, so flexibility in the workplace is assured. If you're ready to be at the forefront of Visa’s Client Success transformation and truly elevate our clients' experiences, we’d love to hear from you!

Frequently Asked Questions (FAQs) for Sr. Consultant, Client Success Role at Visa
What are the responsibilities of a Sr. Consultant, Client Success at Visa?

As a Sr. Consultant, Client Success at Visa, your primary responsibility will be to manage the post-sale client services relationship for a diverse portfolio. You'll oversee the implementation of new Visa products, ensuring clients achieve faster time to value. Engaging with key stakeholders, you’ll drive the adoption of Visa's offerings, develop educational materials, and lead operational reviews. Your aim will be to enhance client experiences and achieve operational excellence.

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What skills are required for the Sr. Consultant, Client Success role at Visa?

To succeed as a Sr. Consultant, Client Success at Visa, you’ll need exceptional interpersonal skills, a strong leadership presence, and in-depth knowledge of payment processing trends. Strong project management abilities will also be crucial to coordinate between cross-functional teams. Furthermore, a keen understanding of client needs and the ability to communicate effectively with varied stakeholders will significantly enhance your success in the role.

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How does the Sr. Consultant, Client Success contribute to client adoption of Visa products?

In the role of Sr. Consultant, Client Success at Visa, you will drive initiatives aimed at improving client adoption by building proactive Client Success Plans. You'll monitor client health metrics, facilitate training sessions, and ensure clients are fully aware of the Visa products available to them, thereby optimizing their overall performance and value derived from these tools.

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What is the hybrid work model for the Sr. Consultant, Client Success position at Visa?

The Sr. Consultant, Client Success position at Visa operates on a hybrid work model. This means you will have the flexibility to work both remotely and in-office. The specific expectation regarding the number of days required in the office will be confirmed by your hiring manager, ensuring that work-life balance is prioritized while maintaining team collaboration.

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In what ways does Visa support the professional development of a Sr. Consultant, Client Success?

Visa is committed to supporting the professional development of its Sr. Consultant, Client Success team members through continuous learning opportunities, mentorship programs, and the chance to engage with some of the latest technologies in the payment processing industry. This ensures that you not only enhance your skills but also contribute proactively to the evolving landscape of Client Success.

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Common Interview Questions for Sr. Consultant, Client Success
How would you approach managing a client relationship?

When managing a client relationship, I believe in establishing trust through open communication and transparency. I would start by understanding the client's needs and concerns, setting clear expectations, and regularly following up to ensure satisfaction with our services and products. Tailoring solutions based on their specific objectives is key to maintaining a successful partnership.

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Can you explain your experience with driving product adoption?

In my previous roles, I focused on understanding client pain points and demonstrating how the products could address those issues. I utilized data to highlight success metrics and conducted training sessions to ensure clients felt comfortable using the products. Follow-up meetings were essential for gathering feedback and reinforcing the value derived from product features.

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What strategies would you employ for conflict resolution with a client?

To resolve conflicts with clients, I would first listen actively to their concerns to show understanding. Then, I would acknowledge the issue and gather all the necessary information before discussing potential solutions. Focusing on a collaborative approach ensures both the client and my team feel valued, and I would take responsibility for any necessary follow-up actions.

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How do you stay updated on industry trends relevant to client success?

Staying updated on industry trends requires a mix of proactive research, attending webinars, and engaging with professional networks. I make it a practice to regularly read industry publications, participate in conferences, and leverage insights from colleagues to gather diverse perspectives on emerging trends and best practices in client success.

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Describe a time you successfully led a project. What was the outcome?

In my previous role, I led a project focused on enhancing client onboarding processes. By collaborating with various teams, we streamlined communication and used automated tools that resulted in a 30% reduction in onboarding time. The outcome was overwhelmingly positive, with clients expressing greater satisfaction and improved adoption rates shortly after.

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What metrics do you think are the most important to measure client success?

Key metrics for measuring client success include product adoption rates, client satisfaction scores, and Net Promoter Scores (NPS). Additionally, monitoring the return on investment (ROI) for clients in relation to product usage provides tangible insights into how well we are meeting their needs. Regularly reviewing these metrics helps identify areas for improvement.

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How would you prioritize multiple client accounts?

When prioritizing multiple client accounts, I would assess the urgency and impact of each client's needs and objectives. By creating a prioritization matrix that factors in these variables, I could allocate resources effectively, ensuring that clients with time-sensitive issues receive immediate attention while still addressing longer-term strategic goals.

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Explain how you handle training and knowledge transfer to clients.

I handle training and knowledge transfer by first customizing content to align with the client's specific needs. I prefer using interactive sessions, such as webinars or hands-on workshops, to engage clients. Following the training, I provide comprehensive materials and encourage questions to ensure understanding, allowing clients to feel confident in utilizing our products effectively.

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How do you develop long-term relationships with clients?

Developing long-term relationships with clients requires a commitment to their ongoing success. I consistently engage with them beyond initial sales, providing insights and support tailored to their evolving needs. Regular check-ins and proactive communication, coupled with demonstrating genuine interest in their business growth, foster trust and loyalty over time.

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What is your approach to handling feedback from clients?

I welcome feedback from clients as it is an invaluable tool for improving our services. My approach involves actively seeking feedback after product implementations and client meetings. I analyze the input carefully and collaborate with my team to address any concerns, ensuring the client knows their voice is heard and valued, which strengthens our relationship.

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Visa Inc. operates as a payments technology company worldwide. The company facilitates commerce through the transfer of value and information among consumers, merchants, financial institutions, businesses, strategic partners, and government entiti...

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Full-time, hybrid
DATE POSTED
April 15, 2025

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