About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.
Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.
Job Description
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
The Senior Consultant, Client Success is a pivotal lead individual contributor responsible for owning the holistic post-sale Client Services relationship for key clients in New Zealand and Pacific Islands and providing operational solutions in support of growing our client’s business. The Senior 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 position requires execution, analytical skills, and client relationship abilities. The position requires a high level of professionalism, thought leadership and astuteness at managing stakeholders at the clients and within Visa. It is a client-facing and strategic role, working in conjunction with Account Team members from Sales and Product to proactively drive Client Success outcomes.
In this role, you are expected to:
- Partner with Account Executives to lead operational activities with the assigned portfolio of clients providing an advanced level of technical consultation on systems and services.
- Own the holistic pre-and post-sale operational relationship including implementation for the assigned portfolio of clients, acting as a key ambassador of all Client Services teams by providing the central voice of Client Services to the Clients and Sales Account Owners.
- Foster and sustain a trusted client partner status with key client executives and 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 strongly understood. With intended outcomes met and client readiness activities for upcoming mandates and projects tracked and measured in Client Success Plans.
- Function as an advisor for the assigned portfolio of assigned Clients through showcasing outstanding operational excellence by driving complex and cross-functional initiatives in support of the key Client goals, incorporating automated solutions to achieve efficiency and productivity operational improvements.
- Measure and track additional client specific outcomes, based on major client pain points and strategic objectives, leveraging Visa products and services to help support the client achieve these.
- Provide a perspective and comprehensive communication of new Visa Rules, essential mandates, Visa Business Enhancement Releases, and upcoming changes to ensure Client readiness and service compliance through delivering outstanding Client educational training.
- 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. This may include authorization, clearing & settlement, back-office processing.
- Lead periodic operational reviews with clients and Visa stakeholders.
- Represent complex customer change requests, system, or operational requirements, negotiate, and manage expectations.
- Focus on improvement of performance, cost effectiveness & compliance, introducing operational best practices and client processing optimisation.
- Act, on an ad-hoc and as needed basis, as the central escalation point for managing client escalations concerning significant incidents and to support major crisis responses by maintaining ongoing interaction with clients to meet their specific needs throughout.
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.
Qualifications
What you will need
We are looking to hire candidates who have already accumulated a variety of experience, you will be curious about the payments industry, results-driven and client-centric. As a candidate, you should have:
- A bachelor’s degree or equivalent qualification with 8+ years of experience in a customer support role in software, financial or information services, or with at least 3-5 years knowledge on payment systems services.
- Demonstrated success in client relationship management and the ability to build measurable actions plans to help clients achieve their business goals and realize value from their products and solutions.
- Issuing and Acquiring knowledge and functional experience in digital payment operations, preferably Visa, supporting highly complex clients and services.
- Working knowledge of Visa systems including authorization & clearing systems, network tokens, client connectivity, Visa Settlement Services.
- Strong technical aptitude with the ability to absorb technical information and apply it to business solutions.
- Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit and proven abilities in organizational, conceptual, and logical problem solving.
- Strong ability to articulate complex technical terms or processes into business language.
Outstanding analytical aptitude and demonstrated track record of working with data to develop business-oriented solutions and to provide sound business analysis. - Customer and business focus with proven ability to establish productive working relationships with team and management at all levels.
- Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
- Excellent time management, project management, organization, and planning skills.
- Strong verbal, written, presentation and interpersonal skills are required.
What will also help
- Strong, detailed knowledge of the full breadth of systems, products and services offered by Visa.
- Demonstrate success in client relationship management.
- Certifications or qualifications in Customer Success, project management or related areas of practice and expertise and a demonstrated ability to build measurable actions plans to help clients achieve their business goals and realize value from their products and solutions.
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.