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Sr. Consultant, Client Success - job 15 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

At Visa, we're looking for a passionate Sr. Consultant, Client Success based in Ashburn to elevate our post-sale Client Services. This role is crucial in fostering relationships with our clients and ensuring they experience maximum value from our products. As a Sr. Consultant, you'll dive deep into clients' needs, empowering them to adopt new capabilities and expand geographically while enhancing their operational efficiency. Your leadership and interpersonal skills will shine as you collaborate with internal teams to implement strategies that benefit our clients and promote smoother adoption of Visa solutions. Picture yourself leading initiatives that not only drive client satisfaction but also optimize performance through innovative education and automated tools. You'll serve as a trusted advocate, guiding clients through our Visa ecosystem to realize their business goals. We believe in an engaging workplace, and this role offers a chance to make a real impact while working alongside inspiring colleagues. If you’re ready to play a vital role in Visa’s transformation and help our clients succeed, we want to hear from you!

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

As a Sr. Consultant, Client Success at Visa, you'll be responsible for managing the post-sale relationship for clients, ensuring they achieve operational success with Visa products. You'll coordinate the implementation of new products, spearhead initiatives to boost client adoption, and maintain strong relationships across various hurdles to drive client performance and satisfaction.

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What qualifications are required for the Sr. Consultant, Client Success position at Visa?

To be successful in the Sr. Consultant, Client Success role at Visa, candidates typically need a Bachelor's degree along with several years of experience in client management or consulting within the tech or financial sector. Proven interpersonal and leadership skills are crucial, along with a strong understanding of payment processing and client service dynamics.

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How does the Sr. Consultant, Client Success at Visa contribute to product adoption?

The Sr. Consultant, Client Success at Visa plays a critical role in encouraging product adoption by developing tailored Client Success Plans, leading initiatives that enhance user experience, and providing training materials to ensure clients are well-informed about Visa solutions that meet their needs.

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What skills make someone successful in the Sr. Consultant, Client Success role at Visa?

Successful candidates for the Sr. Consultant, Client Success at Visa often have excellent relationship-building skills, strong analytical abilities to assess client needs, effective communication skills for delivering training sessions and presentations, and a proactive approach to identifying opportunities for client improvement and success.

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What is the work environment like for the Sr. Consultant, Client Success at Visa?

The work environment for the Sr. Consultant, Client Success role at Visa is collaborative and dynamic, with a hybrid work model. Expect to engage with various internal teams and directly with clients, providing a diverse range of interactions that foster professional growth and innovation.

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Common Interview Questions for Sr. Consultant, Client Success
Can you describe your approach to managing client relationships as a Sr. Consultant?

When managing client relationships as a Sr. Consultant, I prioritize understanding the client's goals and aligning our products to meet those needs. This includes regular check-ins, providing insights based on data analysis, and proactive follow-ups to ensure satisfaction with our services.

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How do you ensure clients maximize the value of Visa products?

To ensure clients maximize the value of Visa products, I focus on active engagement, offering training and support to help them adopt features fully. I also gather feedback regularly to understand how the products fit their operations and make recommendations for enhancements or additional features.

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Describe a time you turned a dissatisfied client into a satisfied one.

In a previous role, I encountered a client who was unhappy due to delayed product implementation. I swiftly organized a meeting with key stakeholders, addressed their concerns, and developed a new timeline with added support. This transparency and collaboration resulted in not only a successful product launch but also strengthened our overall relationship.

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What tools or strategies do you use to monitor client health?

I utilize customer relationship management (CRM) tools to track engagement metrics, monitor product usage, and gather feedback. Additionally, I engage in regular reviews with clients to discuss their satisfaction and proactively address any potential issues before they escalate.

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How do you stay updated on industry trends and Visa solutions?

Staying updated on industry trends involves a combination of continuous learning through professional development courses, attending industry conferences, and subscribing to industry publications. Additionally, regular engagement with internal teams at Visa keeps me informed about new solutions and updates.

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What is your strategy for implementing new products for clients?

My strategy for implementing new products revolves around thorough preparation and communication. I collaborate with cross-functional teams to create a clear implementation plan, provide necessary training to the client, and remain available for support to ensure a smooth transition.

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How do you handle critical issues when working with clients?

When facing critical issues, I prioritize immediate communication with the client to acknowledge the problem. I then assemble a team of internal specialists to quickly troubleshoot. Keeping the client informed throughout the process is key to maintaining their trust.

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What do you think contributes most to a successful client experience?

A successful client experience is often achieved through personalized interactions, clear communication, and proactive problem-solving. Ensuring clients feel valued and supported, and understanding their unique needs leads to stronger, long-lasting partnerships.

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How do you promote product adoption with clients?

I promote product adoption by actively engaging clients through demos, training sessions, and sharing success stories of how similar clients have benefited from using specific Visa products. Fostering a culture of open dialogue also encourages clients to explore new features and tools.

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What metrics do you believe are most important in assessing client success?

Key metrics for assessing client success include product adoption rates, customer satisfaction scores, and overall engagement levels with Visa services. These metrics provide a clear picture of how well clients are leveraging our solutions to achieve their business objectives.

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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 21, 2025

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