[Hiring] Senior Consultant, Client Success Manager @Visa

Role Description

The Senior Consultant, Client Success is a pivotal lead individual contributor responsible for owning the holistic post-sale Client Services relationship for key clients in New Zealand and Pacific Islands and providing operational solutions in support of growing our client’s business. The Senior Consultant enables new client capabilities, promotes product adoption, and optimizes client performance. The role requires a high level of technical proficiency to succeed by supporting clients with complex problems and optimization opportunities. This position requires execution, analytical skills, and client relationship abilities. It is a client-facing and strategic role, working in conjunction with Account Team members from Sales and Product to proactively drive Client Success outcomes.

• Partner with Account Executives to lead operational activities with the assigned portfolio of clients providing an advanced level of technical consultation on systems and services.
• Own the holistic pre-and post-sale operational relationship including implementation for the assigned portfolio of clients.
• Foster and sustain a trusted client partner status with key client executives and stakeholders.
• Ensure that Client operational goals and success metrics for their overall Visa product landscape are strongly understood.
• Function as an advisor for the assigned portfolio of assigned Clients through showcasing outstanding operational excellence.
• Measure and track additional client specific outcomes, based on major client pain points and strategic objectives.
• Provide a perspective and comprehensive communication of new Visa Rules, essential mandates, and upcoming changes.
• Provide proactive planning and operational support to ensure effective and cost-efficient operations.
• Lead periodic operational reviews with clients and Visa stakeholders.
• Represent complex customer change requests, system, or operational requirements.
• Focus on improvement of performance, cost effectiveness & compliance.
• Act as the central escalation point for managing client escalations concerning significant incidents.

Qualifications

• A bachelor’s degree or equivalent qualification with 8+ years of experience in a customer support role in software, financial or information services, or with at least 3-5 years knowledge on payment systems services.
• Demonstrated success in client relationship management and the ability to build measurable actions plans.
• Issuing and Acquiring knowledge and functional experience in digital payment operations, preferably Visa.
• Working knowledge of Visa systems including authorization & clearing systems, network tokens, client connectivity, Visa Settlement Services.
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions.
• Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus.
• Strong ability to articulate complex technical terms or processes into business language.
• Outstanding analytical aptitude and demonstrated track record of working with data to develop business-oriented solutions.
• Customer and business focus with proven ability to establish productive working relationships.
• Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
• Excellent time management, project management, organization, and planning skills.
• Strong verbal, written, presentation and interpersonal skills are required.

Requirements

• Strong, detailed knowledge of the full breadth of systems, products and services offered by Visa.
• Demonstrate success in client relationship management.
• Certifications or qualifications in Customer Success, project management or related areas of practice and expertise.

Company Description

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world.