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The Sr. Consultant, Client Success Manager (CSM) 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 CSM, in partnership with the Account Executive team, also identifies Visa products and solutions that can help address client operational challenges. The role requires solid foundational knowledge of payments processing, 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 Fintech segment generalist, located in insert North America, reporting to the Director of the Strategic Fintech Client Services team.

Responsibilities include:

Oversee the client implementations of new Visa products 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 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

$100000 / YEARLY (est.)

min

max

$80000K

$120000K

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

As a Sr. Consultant, Client Success at Visa in Ashburn, you'll play a vital role in shaping the post-sale client services experience. This position is not just about maintaining relationships; it's about being a trusted advocate for our clients, enabling them to realize the full potential of our products and solutions. With a proactive approach, you’ll work closely with a diverse client portfolio, helping them to adopt new Visa products and manage their operational challenges. You’ll be collaborating with Account Executives to identify and implement solutions that drive success and expansion. Your expertise in payment processing along with your exceptional interpersonal skills will help you build lasting partnerships with stakeholders across various levels, ensuring that client goals align with Visa's business agenda. In this dynamic role, you'll lead initiatives aimed at improving client adoption and performance, develop educational materials to keep our clients informed and ready, and orchestrate complex consulting consultations to resolve issues as they arise. Moreover, your keen eye for market trends will help you support our clients by offering innovative solutions tailored to their needs. As part of our Client Success transformation, you will be pivotal in maximizing client satisfaction and driving the value of Visa's offerings. Join us in this exciting hybrid role and make a meaningful impact on our clients' businesses while enjoying a collaborative work environment at 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?

The Sr. Consultant, Client Success at Visa holds several vital responsibilities, primarily focused on maintaining and enhancing post-sale client relationships. This includes overseeing the implementation of new Visa products, ensuring client operational goals are met, and executing Client Success Plans to track outcomes. Additionally, this role involves driving initiatives to improve product adoption, staying current with payment processing trends, and coordinating with various teams to resolve complex client issues.