Shared Client Success Manager

Company Description

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.

Job Description

The Client Success Shared Services team is responsible for providing operational assistance to a large and diverse number of Visa clients. The team acts as a central hub responsible for helping clients resolve issues and drive improvement opportunities to completion.

The Consultant, Client Success is an individual contributor responsible for managing the operational relationship for applicable clients and providing operational support and assistance in growing clients’ business. This role will provide the opportunity to shape how Visa leads the management of clients through support and input into the automated tools, capabilities and processes that enhance the client experience. The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visa’s strategy. This involves delivering effective, efficient, and consultative operational support aligned to business objectives.

This role will provide the opportunity to shape how Visa leads the management of clients through support and input into the automated tools, capabilities and processes that enhance the client experience. The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visa’s strategy. This involves delivering effective, efficient, and consultative operational support aligned to business objectives.

The role requires a keen insight into Visa product offerings, best practices, and calls for deep collaboration and partnership with leadership across Client Success, Sales, Product, and other internal stakeholders.    

• Support client implementation of new Visa products the client purchases by coordinating with 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 prompt and accurate resolution of inbound client inquiries, always acting as a client advocate, deploying outbound proactive client engagement when appropriate.
• Stay current with latest Visa solutions and technologies to provide a good client experience.
• Establish working relationships with Client Services and other cross-functional subject matter experts to orchestrate consultation to resolve client issues and optimize client performance.
• Support development of client education and training materials (including webinars) to communicate new Visa Rules, essential mandates, Visa Business

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

Qualifications

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 Bachelors 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
• Excellent verbal, written, presentation and interpersonal skills
• Strong collaboration skills
• Self-starter and organized
• Strong leadership skills
• Demonstrated technical aptitude
• Able to set priorities, influence others, and manage expectations
• Experience in a client-facing accountability role
• Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at senior leadership levels
• Proven track record of leading complex, cross-functional initiatives and delivering results in a fast-paced, dynamic environment
• Leader and thought partner on cross-functional crisis management team as needed, often through crisis that has no precedent
• Working knowledge of payment systems including authorization & clearing systems, client connectivity, and settlement services

Additional Information

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 welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.