Sr. Consultant

Job Description

The Sr Consultant Specialist Client Success Manager is a client facing individual contributor role serving as a client ops relationship optimization subject matter expert.

The Sr 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.

The individual is expected to have a keen insight into Visas product offerings best practices and calls for deep collaboration and partnership with leadership across functions.

This role is an exciting opportunity to be at the forefront of Visas Client Success transformation by partnering closely with key Visa clients to maximize their benefits realization and value from Visa products through optimizing their performance. Working in conjunction with Account Team members from Client Services Sales and Product you will proactively drive Client Success outcomes in alignment with Visas 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 Visas strategy.
• This role serves as a functional specialist located in North America Region in multiple locations Atlanta, Ashburn, Denver, Miami and reporting to NA Sponsor Banks Segment Director.
• Responsibilities include
• Oversee implementation of new Visa products purchased by Clients by coordinating key Client and Visa teams to expedite implementation readiness activities and steer Client toward faster time to value and maximized adoption of deployed products
• Ensure Client operational goals and success metrics for their portfolio of clients product landscape is understood
• Foster and sustain trusted partnerships with internal Account Team members by aligning on the forward looking relationship strategy and optimization opportunities and executing against Client Success Plans
• Drive and deliver initiatives to improve client adoption of card programs VAS products and use of Visas self service tools
• Stay current with the latest payment processing trends Visa solutions and technologies to provide a good Client experience and generate new sales leads as solutions to identified client pain points
• Maintain strong relationships with Client Services and other cross functional teams within Visa to deliver subject matter expertise consultation as needed to optimize client performance
• - Provide leadership thought as a subject matter expertise and consultation to Visa clients by leveraging insights and understanding of their local market and product needs to continually enhance the Client experience
• Support periodic operational reviews with Clients and Visa stakeholders incorporating input comparison and client progress against product metrics
• Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed
• Advocate for Clients through strong operational excellence by driving complicated and cross functional initiatives in support of Client goals and incorporating automated solutions to achieve efficiency and productivity operational improvements.
• 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 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

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

Qualifications

Basic Qualifications

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Analytical skills to extract and synthesize relevant data into business solutions and provide sound analysis
• Able to communicate complex technical terms and/or processes in business language tailored to client
• 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
• In-depth knowledge of the payment industry (i.e., trends, threats, competitors, regulatory environments)
• Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise.

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/solutions
• Client engagement - Communicate clearly and effectively with clients
• Proactiveness - Think ahead and take action
• Critical thinking - Take ownership over problems and find creative solutions to complex problems