Consultant - Client Success
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Job Description
The Fintech Client Success Manager Consultant is an individual contributor position which is accountable for owning the Client Services relationship of a small portfolio of Visa clients
The Consultant role will be a trusted client advocate and works proactively with their client portfolio to enable new capabilities manage the geographic expansion and product adoption of their clients
As well as driving the optimization in client performance in alignment with Visas business agenda as detailed in the Sales Account Plan
It is a client facing role working in conjunction with Account Team members from Sales and Product to proactively drive Client Success outcomes
This role serves as a functional specialist located in Jordan and reporting to the Head of CSM lead
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 by optimizing their performance
Key responsibility
Own the holistic postsale and operational relationship of a small number of important clients by understanding their local market needs and trends to gain insight about the opportunities to continually enhance the client experience.
Act as a member of applicable Sales Account Teams aligning with Sales Account Owners on the forwardlooking relationship strategy based on key Client and Visa goals
Foster and sustain a trusted client advocate status with key senior client stakeholders by proactively executing against forward looking Client Success Plans which tracks a clients adoption usage and health index for Visa products purchased
Ensure that Client operational goals and success metrics for their overall Visa product landscape are understood
With intended outcomes met and client readiness activities for upcoming mandates and projects tracked and measured in Client Success Plans
Measure and track additional client specific outcomes based on major client pain points and strategic objectives leveraging Visa products and services as applicable to help support the client achieve these
Run periodic operational reviews with clients and Visa stakeholders incorporating input comparison and client progress against metrics
Act as an advocate for Clients through showcasing operational excellence by driving crossfunctional initiatives in support of the key Client goals incorporating automated solutions to achieve efficiency and productivity operational improvements
Oversee the implementation of new Visa products the Clients purchase by coordinating key Client and Visa teams to expedite implementation readiness activities to steer the client toward getting faster time to value and subsequently maximize adoption of deployed products
Maintain relationships within Client Services and other crossfunctional teams within Visa to orchestrate subject matter expertise consultation as needed to optimize client performance
Maintain a continuous 360 degree view of the Client for communicating sharing internally or externally
Provide communication of new Visa Rules essential mandates Visa Business Enhancement Releases and upcoming changes to ensure Client readiness and service compliance through delivering Client educational training
Act on an adhoc and as needed basis as the escalation point for managing client escalations concerning significant issues and major incident/crisis responses
Provide a thought leadership viewpoint on the latest payment processing trends Visa solutions and technologies to provide a good Client experience and generate new Sales leads to solve identified client pain points
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 23 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.
Qualifications :
6 years of work experience with a Bachelors Degree or 4 years of experience with an Advanced Degree
- Experience in engaging with key stakeholders at clients.
- Certifications or qualifications in Client/Customer Success project management or related areas of practice and expertise.
- interpersonal skills and proven abilities in negotiating with and influencing clients and staff at all levels.
- Experience in client relationship management and able to set priorities influence others and manage client expectations.
- Analytical aptitude and demonstrated track record of working with data to develop businessorientated solutions and to provide sound business analysis.
- Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
- Understanding of the market influences and threats facing the payments industry.
- Ability to articulate complex technical terms or processes into business language.
- Selfstarter with an ability to achieve results as part of an effective team (across countries) and ability to effectively prioritize and multitask under deadlines.
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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
