Team Summary
Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting implementation of Visa products and services globally, Client Services is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools.
We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
What a Senior Consultant, Client Success does at Visa
As a Senior Consultant, Client Success, you will be leading Client Services operational engagements for key regional Merchants. This position requires execution, analytical skills, and client relationship abilities. This role works independently.
In this role, you are expected to:
- Partner with Account Executives (AEs) to lead operational activities with our client providing an advanced level of technical consultation on systems and services.
- Act as liaison for the client and provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
- Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back-office processing).
- Represent complex customer change requests, system, or operational requirements, negotiate, and manage expectations.
- Lead operational activities with key regional Merchants.
- Develop and deliver operational account plans & delivery roadmaps for key regional Merchants, supporting key client objectives and Visa initiatives.
- Develop and manage strategic planning, operational initiatives, special projects, and client-driven continuous improvement plans, including driving adoption of Value-Added Services.
- Ensure that Client Services team deliver Visa’s objectives whilst helping to drive client success and a high level of client satisfaction.
- Assist in incident management, identifying processing problems and client impacts, communicate ongoing situation status and resolution.
- Work with our clients to manage assignments such as client initiatives, or change requests that are diverse in scope, and determine the appropriate courses of action to deliver.
- Focus on improvement of performance, cost effectiveness & compliance, introducing operational best practices and client processing optimisation.
- Identify additional business opportunities for clients, drive value-added services and new payment flows to increase service quality & revenue.
Why this is important to Visa
- Client Success is a critical function in Visa. We are the subject-matter-experts to deliver best-in-class client services from operational perspective. This role will also provide the opportunity shape how we lead the management of our client through support and input into the tools, capabilities and processes that impact the client experience. This enables us to deepen our partnership with our clients and bring value to their business.
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.
