Consultant, Client Success

Visa is a world leader in digital payments, facilitating more than 215 billion payment transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging - where your growth is a priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

The Consultant, Shared Service Client Success Manager is a client-facing, individual contributor role serving as a Money Movement subject matter expert. The 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 role is an exciting opportunity to be at the forefront of Visa's Client Success transformation by partnering 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 Client Services, Sales and Product, you will help proactively drive Client Success outcomes in alignment with Visa's business agenda.

The individual will also help drive client adoption of Visa products, including automated tools and capabilities to enhance the client experience, and that drive value for our clients and support Visa's strategy. This role also requires a solution-oriented thinker who can recommend feasible optimization opportunities to strengthen the overall product and client experience. The individual will be expected to handle escalated support requests, working with other teams inside and outside the Client Services organization

This role serves as a functional specialist, located in North America, and reporting to the Director of Shared Services, Client Success Manager.

Shared Services Client Success Management is responsible for providing operational, technical, and post-launch support to Visa Clients using Money Movement products and services, including Visa Direct and B2B Connect, and additional MM products as needed. The team acts as a central hub responsible for helping clients resolve issues and drive improvement opportunities to completion.

Essential Functions

• Support 3-5 prioritized/named Money Movement clients with subject matter and technical expertise as needed, as well as assist in operational queries that may arise for these clients.
• Manage and troubleshoot escalated technical problems, interfacing with Product Development, Product Management, or Operations teams.
• Establish relationships with Client Services and other cross-functional teams within Visa to deliver subject matter expertise consultation as needed to optimize client performance.
• Foster and sustain trusted partnerships with internal Account Team members by aligning on the forward-looking relationship strategy and optimization opportunities
• Educate and inform Clients about ongoing enhancements to Visa services, highlighting how these improvements can benefit their business.
• Identify and document operational opportunities for scalability, aiming to enhance client experience, service quality, and efficiency.
• Support periodic operational reviews with Clients and Visa stakeholders, incorporating input, comparison and client progress against product metrics
• Drive and deliver initiatives to improve client adoption of Money Movement products and use of Visa's self-service tools. Play an integral role in the Incident Management Process, partnering with Product and Technology teams to drive solutions for emerging or unique problems.
• Play an integral role in the Incident Management Process by partnering with Product and Technology teams to drive solutions for emerging or unique problems and be accountable for communicating and managing technical incidents on a rotational basis for Money Movement P1 incidents, including providing updates to executive management, clients, and key stakeholders.
• Understand and interpret NPS scores to gauge client satisfaction, solicit and incorporate client feedback to enhance service delivery and address concerns promptly.
• Stay current with the latest payment processing trends, Visa solutions and technologies to provide a good Client experience and help generate new sales leads as solutions to identified client pain points.
• Key Knowledge Domains:
• Credit card payments and payment systems
• eCommerce industry
• Web technologies and systems
• REST based APIs

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications

• 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications

• 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• 7+ years in-depth technical experience such as customer support, software development, or web development
• Bachelor's degree required in Computer Science or related
• English language fluency required
• Experience working with e-commerce platforms, payment processing technologies, and/ or payment service providers (gateways).
• Able to communicate complex technical terms and/or processes in business language tailored to client
• Self-starter able to achieve results as part of an effective team
• Able to effectively prioritize and multi-task under deadlines
• Experience representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization, including executives, in support of strategic business plans
• Knowledge of the payment industry (i.e., trends, threats, competitors, regulatory environments)
• Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise.
• Understanding of Web Security: SSL, HTTPS, Hash algorithms and SQL.
• CRM Tool Familiarity: Experience using MS Dynamics or other CRM tools to manage client accounts, track customer interactions, analyze client data, and generate comprehensive reports.
• Familiarity with Splunk or related tools
• Basic to intermediate proficiency in the following skills:
• Building client relationships - Build credibility and create trust-based relations; partner with clients to build their business
• Becoming customer centric - Listen to and prioritize customer needs to drive value realization and build trusted partnerships
• Client engagement - Communicate clearly and effectively with clients
• Proactiveness - Think ahead and take action
• Critical thinking - Take ownership over problems and find creative solutions to complex problems

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel5-10% 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 105,900 to 162,600 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.