Consultant, Client Success

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.

Client Success works with issuers, acquirers, processors, and merchants to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back-office support, and customer performance reporting. This is an individual contributor role responsible for identifying and resolving issues of moderate complexity. This position is at an intermediate professional level and requires strong execution and analytical abilities. This role works independently and receives minimal guidance.

Primary Responsibilities

• Provide high value customer service support on day-to-day items to Visa Clients and internal staff to ensure customer expectations are exceeded, advocate on behalf of the clients
• Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams
• Coordinate internal resources to accomplish Visa and client objectives
• Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines
• Build and enhance positive working relationships with key clients and internal stakeholders
• Represent client perspective within Visa organization to ensure enhancements are prioritized
• Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency
• Report customer project accomplishments and deliverables to senior management
• Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, and system enhancement support
• Educate and train clients on best practices for all supported services
• Represent complex customer change requests, system or operational requirements, negotiate and manage expectations internally and externally
• Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans
• Serve as an escalation point for complex issues
• Proactively notify clients regarding any widespread or business critical problems with the application, as well as scheduled periodic maintenance outages
• Stay current with the payment industry and client trends as well as maintain a strong knowledge of Visa products and services.
• Partner with assigned Account Executives to identify additional business opportunities.
• On call support and possible weekend hours
• Domestic travel may be required

Secondary Responsibilities

• Produce yearly customer and departmental reporting for tracking customer or service issues
• Present client analysis to peers and leadership
• Develop and provide presentations to internal and external stakeholders as needed
• Coach all new staff and recognize training opportunities for all staff
• Provide leadership and communication, responsible for escalating to department management when issues arise that might jeopardize problem resolution

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

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

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD

• Requires a minimum of 8+ years’ experience in a customer support role in financial services, payment card, software or information services.

• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving

• Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment

• Ability to set priorities and manage customer expectations internally and externally, and work both as part of a team and independently

• Strong ability to manage projects effectively using project management principles

• Superb proficiency with troubleshooting and resolving complex issues

• Advanced comfort level with public speaking

• Customer focus with proven ability to establish productive working relationships with staff and management at all levels

• While this is a customer service role (not IT), experience in troubleshooting complex web applications, application programing interfaces (APIs) gateways, integration or environment issues is a plus

• Bilingual abilities are a plus: able to read, write and speak Spanish and/or Portuguese proficiently

• Strong skills in Excel for data analysis.

• Advance Power point for professional presentations.

• Excellent verbal, written, presentation and interpersonal skills required.

• Understanding of basic accounting principles including cost allocation methods a plus

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 welcome and encourages application from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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