Consultant - Client Success

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 Fintech Client Success Manager Consultant is an individual contributor position which is accountable for owning the Client Services relationship of a small portfolio of Visa clients

 The Consultant role will be a trusted client advocate and works proactively with their client portfolio to enable new capabilities, manage the geographic expansion and product adoption of their clients

 As well as driving the optimization in client performance in alignment with Visas business agenda as detailed in the Sales Account Plan

It is a client facing role working in conjunction with Account Team members from Sales and Product to proactively drive Client Success outcomes

 This role serves as a functional specialist located in Jordan and reporting to the Head of CSM lead

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 by optimizing their performance

Key responsibility

Own the holistic post-sale and operational relationship of a small number of important clients by understanding their local market needs and trends to gain insight about the opportunities to continually enhance the client experience.

Act as a member of applicable Sales Account Teams, aligning with Sales Account Owners on the forward-looking relationship strategy based on key Client and Visa goals

Foster and sustain a trusted client advocate status with key senior client stakeholders by proactively executing against forward looking Client Success Plans which tracks a client’s adoption usage and health index for Visa products purchased

Ensure that Client operational goals and success metrics for their overall Visa product landscape are understood

With intended outcomes met and client readiness activities for upcoming mandates and projects tracked and measured in Client Success Plans

Measure and track additional client specific outcomes, based on major client pain points and strategic objectives leveraging Visa products and services as applicable to help support the client achieve these

Run periodic operational reviews with clients and Visa stakeholders incorporating input comparison and client progress against metrics

Act as an advocate for Clients through showcasing operational excellence by driving cross-functional initiatives in support of the key Client goals, incorporating automated solutions to achieve efficiency and productivity operational improvements

Oversee the implementation of new Visa products the Clients purchase by coordinating key Client and Visa teams to expedite implementation readiness activities to steer the client toward getting faster time to value and subsequently maximize adoption of deployed products

Maintain relationships within Client Services and other cross-functional teams within Visa to orchestrate subject matter expertise consultation as needed to optimize client performance

Maintain a continuous 360 degree view of the Client for communicating sharing internally or externally

Provide communication of new Visa Rules, essential mandates Visa Business Enhancement Releases and upcoming changes to ensure Client readiness and service compliance through delivering Client educational training

Act on an ad-hoc and as needed basis, as the escalation point for managing client escalations concerning significant issues and major incident/crisis responses

Provide a thought leadership viewpoint on the latest payment processing trends Visa solutions and technologies to provide a good Client experience and generate new Sales leads to solve identified client pain points

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.

Qualifications

6+ years of work experience with a Bachelor’s Degree or 4+ years of experience with an Advanced Degree

• Experience in engaging with key stakeholders at clients.
• Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise.
• interpersonal skills and proven abilities in negotiating with and influencing clients and staff at all levels.
• Experience in client relationship management, and able to set priorities, influence others, and manage client expectations.
• Analytical aptitude and demonstrated track record of working with data to develop business-orientated solutions and to provide sound business analysis.
• Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
• Understanding of the market influences and threats facing the payments industry.
• Ability to articulate complex technical terms or processes into business language.
• Self-starter with an ability to achieve results as part of an effective team (across countries), and ability to effectively prioritize and multi-task under deadlines.

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.