Sr. Consultant, Client Success

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

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 United States and reporting to a Director on the North America Enablers team. The position will support acquiring lines of business for a complex global processor headquartered in North America. Additional lines of business and customers may be added.

Responsibilities include:

• 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. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Basic Qualifications

• 8 or more years of relevant work experience with a Bachelor’s Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications

• 9 or more years of relevant work experience with a Bachelor’s Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• 8 years of successful experience in with Client facing accountability in the Payments industry
• Demonstrated strategic ability to solve complex global cross-functional issues exercising critical thinking and sound judgment
• Functional experience in bankcard operations, supporting highly complex clients and/or services
• Demonstrated ability to strategically lead cross functional teams through high impact complex business issues that do not have precedent
• Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at senior and executive management levels
• Working knowledge of payment systems including authorization & clearing systems, client connectivity, and settlement services
• In-depth knowledge of payments network and processing services
• In-depth knowledge of Client business drivers for their operations and processing businesses
• Transaction processing
• Excellent knowledge of key technical specialties supported
• Demonstrated experience with technical and/or sales account management
• Demonstrated success with clients through strategic and consultative approach leveraging analytical tools and processes
• Leader and thought partner on cross-functional crisis management team as needed, often through crisis that has no precedent
• Oversees the development of strategies and programs and action plans, aligning efforts of the Client Support organization with other key Visa stakeholders
• Establish and fosters relationships with Client and internal stakeholders at all levels of staff and senior management
• Develops and ensures execution of support strategies to support Client Sales in sales efforts, setting service standards as required for the implementation and support of market specific products and services

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is $120,900 to $185,700 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.