Consultant, Client Success

Company Description

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.

Job Description

What is it all about? 

The Consultant CSM for Merchants will be considered as the functional expert for their clients processing and operational business. In addition, the key responsibilities outlined below for this role as part of the Client Services Client Success team.

What we expect of you, day to day:

• Takes ownership & accountability for the overall client services experience for a set of assigned Merchants across Europe, to develop and maintain strong relationships with merchants, acting as their primary point of contact for all Visa-related inquiries and support.

• Liaise and collaborate across Visa to ensure their client’s needs are understood.

• To coordinate, communicate and govern client readiness for mandates, enterprise, and market initiatives, including, but not exclusive to Business Enhancements, and with a particular focus on where mandates apply to acquirers that merchants also need to act upon – to ensure the collective Visa ecosystem is aligned and within compliance

• Provide insight and input within cross functional Visa organizations for new or changing products and services which may impact their clients, including Visa rules and transaction research.

• Act as liaison for the client’s problem management, proactive identification of processing inefficiencies, service change support and system enhancement support. Noting that often for merchants this will require alignment with acquirers and to reach across the ecosystem and market that merchants may need to drive

• Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner whilst managing costs and increasing overall transaction performance (including authorization, usage, clearing & settlement, back-office processing) and then providing insights and recommendations for improvement.

• Represent customer change requests, system or operational requirements negotiate and manage expectations internally and externally, with support for senior colleagues and management as relevant to the complexity of the issue or request.

• Gather feedback from merchants and collaborate with internal teams to enhance Visa's offerings and address any gaps.

• Stay current with the latest local market trends, payment processing trends, Visa solutions and technologies to provide a great Client experience and generate new sales leads as solutions to identified client pain points.

• Identify and analyse processing issues with client impacts consistently communicate situational status and resolution advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.

• Enagage the seniors colleagues and experts to provide training to merchants as relevant for the context of the support model.

• Contribute to client education and training materials (including webinars) to communicate new Visa Rules, essential mandates, Visa Business Enhancement Releases and/or upcoming changes to ensure client readiness and service compliance.

• Perform ongoing proactive operational reviews with client to include billing and transaction processing, identifying, and discussing opportunities to make improvements, including the preparation of regular reports on merchant performance, satisfaction, and any issues, sharing insights with relevant stakeholders.

• Oversee the implementation of new Visa products the Client purchases by coordinating key Client and Visa teams to expedite implementation readiness activities and steer the client toward getting faster time to value and maximize adoption of deployed products.

• Build and sustain a trusted client advocate status with key client stakeholders by proactively executing against forward looking Client Success Plans, in alignment with the Account Team, to track client specific outcomes including a client’s adoption and performance of Visa products purchased.  

• Drive and deliver initiatives to improve client adoption of products and use of Visa’s self-service tools.

• Lead periodic operational reviews with clients and Visa stakeholders at market/ regional or global level (as applicable).

• Act, on an ad-hoc and as needed basis for applicable clients, as the escalation point for managing significant issues and major incident/crisis responses, with support from senior colleagues and management team.

• Proactively identify and drive opportunities to optimize client performance by monitoring client performance and liaising with specialist Visa teams as needed.

• As applicable, coordinate with global, regional and/or in-market Client Success team members to maintain a continuous 360-degree view of the Client and deliver a consistent operational relationship experience.

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

Qualifications

What we're after...

• 5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD)
• The Consultant, Client Success Manager for Merchants is an individual contributor responsible for owning the holistic post-sale Client Services operational relationship for applicable clients and providing operational support and assistance in growing clients’ business. The Consultant is a trusted client advocate and works proactively with their client portfolio to enable new capabilities, manage geographic expansion, and promote product adoption.
• This role is an exciting opportunity to be at the forefront of Visa’s 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 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.
• This role serves as a functional specialist, located in Warsaw and reporting to Client Success (EU merchants).

Additional Information

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.