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Sr. Consultant, Client Success - job 39 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

$110000 / YEARLY (est.)
min
max
$90000K
$130000K

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

Join our dynamic team at Visa as a Sr. Consultant, Client Success based in Ashburn! In this pivotal role, you will be the key advocate for our clients, responsible for fostering strong post-sale relationships and delivering operational solutions to help them thrive. Your mission? To partner closely with your portfolio of clients to drive product adoption and optimize their performance using Visa's cutting-edge solutions. You'll work side-by-side with internal teams, leveraging your professionalism and leadership skills to facilitate smooth implementations of new Visa products and services. As we embark on this transformative journey in Client Success, your proactive approach will ensure that our clients maximize their value from Visa's offerings. You'll develop tailored Client Success Plans and deliver insightful training materials while staying on top of the latest market trends. With your expertise, you'll address client challenges head-on and steer initiatives aimed at enhancing the overall client experience. This role is exciting and offers an opportunity to impact Visa’s trajectory while fostering cross-functional collaborations. Embrace the chance to innovate the way we support our clients and help them seize opportunities for growth in a hybrid work environment. We can't wait for you to bring your passion and expertise to Visa!

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

As a Sr. Consultant, Client Success at Visa, your primary responsibilities include owning the post-sale Client Services relationship, coordinating product implementations, and driving client success metrics. You'll work closely with client stakeholders to foster product adoption and optimize their use of Visa solutions, while also collaborating with internal teams to enhance the client experience through strategic initiatives.

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What qualifications are needed to apply for the Sr. Consultant, Client Success position at Visa?

Candidates applying for the Sr. Consultant, Client Success position at Visa typically need a bachelor's degree in a related field, along with substantial experience in client-facing roles and a deep understanding of operational processes. Strong communication, leadership, and problem-solving skills are essential for success in this role, as well as an ability to navigate complex client environments.

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How does Visa support client success through the Sr. Consultant role?

At Visa, the Sr. Consultant role is critical in driving client success by enabling clients to leverage our products effectively. You will provide tailored support, develop Client Success Plans, and implement strategies to ensure clients achieve their operational goals, thus maximizing their benefits from Visa's offerings.

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What does the working environment look like for a Sr. Consultant, Client Success at Visa?

The Sr. Consultant, Client Success position at Visa is a hybrid role, allowing for flexibility between remote work and in-office days. This setup promotes a balanced work-life dynamic while enabling you to engage closely with clients and internal teams, which is essential for delivering top-notch client support.

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What opportunities for growth does the Sr. Consultant, Client Success role at Visa offer?

The Sr. Consultant, Client Success role at Visa presents ample opportunities for professional growth. By nurturing client relationships and driving success outcomes, you will enhance your leadership capabilities and industry knowledge, positioning yourself for future advancement within the company and the wider IT and consulting sectors.

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Common Interview Questions for Sr. Consultant, Client Success
How would you approach developing a Client Success Plan for a new client?

To develop an effective Client Success Plan, I would first engage with key stakeholders to understand their specific goals and expectations. Then, I would outline actionable strategies, metrics for success, and a timeline for implementation, ensuring alignment with Visa's overall business objectives and the client's needs.

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Describe a time when you successfully resolved a complex client issue.

In a previous role, I encountered a significant issue where a client struggled with product implementation. I quickly gathered a cross-functional team to assess the problem, identified the root causes, and developed a step-by-step action plan to address the client's concerns, ultimately leading to a satisfactory outcome and strengthened trust.

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What strategies would you implement to increase product adoption among clients?

To boost product adoption, I would focus on personalized training sessions, regular check-ins to gather feedback, and the development of user-friendly resources. By ensuring clients fully understand the benefits and functionalities of our products, I can help them maximize their usage.

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How do you stay informed about the latest trends in payment processing?

I regularly follow industry blogs, subscribe to relevant newsletters, and participate in webinars and conferences. Networking with industry peers also allows me to share insights and learn about new developments, which I can then relay to clients.

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Can you give an example of how you manage relationships with internal teams?

I prioritize open communication and collaboration by scheduling regular updates and meetings with internal teams. This ensures everyone is aligned on goals and project timelines, and I proactively create channels for feedback to tackle any challenges together.

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What is your approach to delivering client education and training materials?

My approach involves tailoring materials to meet the specific needs of each client, incorporating visuals and real-life examples to enhance understanding. I also ensure that these resources are easily accessible, including hosting webinars for live engagement.

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How do you assess a client's performance and identify areas for improvement?

I utilize performance metrics and KPIs to evaluate a client's success with our products. By monitoring usage analytics and conducting periodic reviews, I can pinpoint areas to improve and offer targeted recommendations to enhance their overall experience.

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What techniques do you use to prioritize client requests in a fast-paced environment?

I use a triage system to categorize client requests based on urgency and impact, allowing me to address the most critical issues first. This organized approach ensures that I can maintain high-quality service levels even in a fast-paced setting.

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How would you handle a client who is unhappy with a Visa product?

I would first listen to the client's concerns without interrupting, to fully understand their dissatisfaction. Then, I would acknowledge their experience, gather details, and collaboratively develop a resolution plan that includes ongoing support to restore their confidence in our product.

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In what ways can you contribute to enhancing the client experience at Visa?

I can contribute by fostering proactive communication with clients, identifying pain points, and developing tailored solutions to address those needs. By continually seeking feedback and implementing improvement strategies, I can help enhance overall satisfaction with our products.

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As a Sr. Consultant, Client Success at Visa, you will shape client relationships and champion Visa’s products to drive their business success.

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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