Consultant, Specialist Client Success Manager - job 2 of 2

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.

The Consultant, Specialist Client Success in Money Movement, is an individual contributor role serving as a subject matter expert for Visa Direct products to improve Client success. The Consultant enables new client capabilities, promotes product adoption and optimizes client performance. 

Working in conjunction with Account Team members from Client Services, 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.

The role is a direct report to the Director, Money Movement/Visa Direct NA.

Key Responsibilities:

• Use data and insights to accelerate adoption and improve performance of products for the assigned product family, by identifying optimization opportunities and leads for activation.
• Identify under-performing client portfolios and work with Sales, Product and CS to identify opportunities for growth, such as identifying problems preventing adoption, unlocking opportunities to use the product features, etc. 
• Collaborate with cross-functional teams within Visa to deliver Visa Direct subject matter expertise consultation and operational best practices as needed to optimize client performance.
• Collect data insights from Business Optimization and Data Product teams to engage with clients on optimization strategies
• Foster and sustain trusted partnerships with other teams within Client Services, Product and Sales by aligning on the forward-looking relationship strategy and optimization opportunities and executing against Client Success Plans.
• To address signed not live products, partner with CS and Product to get client to target state, i.e. readiness for implementation
• Lead and deliver initiatives to improve client adoption of products and use of Visa’s self-service tools, measured by revenue gains.
• Stay current with the latest payment processing trends, Visa solutions and technologies to provide a good Client experience.
• Leverage insights and understanding of their local market(s) and product needs to continually enhance Product Health in the region and Client experience.
• Support periodic operational reviews with Clients and Visa stakeholders, incorporating input, comparison and client progress against product metrics.
• Translate complex customer business needs into opportunities for system and service solutions.

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:

• Bachelor’s degree or equivalent qualification
• 8+ years of success in a technology, financial or information services business or with experience in the Payments, Consulting or Banking industry preferred
• Commitment to learning and developing with a strong bias for action, with a passion to build, test, learn and iterate.
• Proficiency in data analytics, visualization and data driven decision making.
• Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at all levels
• Ability to articulate complex technical and business issues and solutions to multiple levels internally and externally to support strategic business plans
• Self-starter able to achieve results as part of an effective team across countries and time zones
• 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
• Excellent presentation skills, including strong oral and written communications
• Solid influencing and negotiation skills
• 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
• Success planning - Build measurable actions plans to help clients achieve their business goals and realize value from their products or solutions
• Client engagement - Communicate clearly and effectively with clients
• Proactiveness - Think ahead and act; critical thinking - Take ownership over problems and find creative solutions to complex problems; technical skills – continuous acquisition, application, and refinement of technical skills relevant to the role and payments

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% 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 153,550 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.