Client Success Consultant
Client Success Consultant
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Job Description
You will be an individual contributor responsible for owning the holistic postsale Client Services operational relationship for applicable clients and providing operational support and assistance in growing clients business. You will be 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 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 Sales and Product you will proactively drive Client Success outcomes in alignment with Visas business agenda as detailed in the Sales Account Plan. You 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 Frankfurt and reporting to the Head of Client Services Central Europe. The role will be a member of the wider Client Success Management Team in Central Europe and focus on Visas clients in Germany.
Responsibilities include:
- Support and/or 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.
- Ensure Client operational goals and success metrics for their overall Visa product landscape are understood.
- Build and sustain a 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 clients adoption and performance of Visa products purchased.
- Participate in the design and delivery of initiatives to improve client adoption of products and use of Visas selftools.
- 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.
- Establish working relationships with Client Services and other crossfunctional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.
- Support development of 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.
- Support and/or lead periodic operational reviews with clients and Visa stakeholders.
- Act on an adhoc and as needed basis for applicable clients as the escalation point for managing significant issues and major incident/crisis responses.
- Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.
- Be the overall Client Services main point of contact for colleagues and clients in market.
- Deliver Operational Resilience Support disseminate approved Corporate Communications messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event coordinating and escalating queries where appropriate (as per agreed Crisis Management Plan).
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 :
- Analytical skills to prepare and summarize data into business solutions and provide sound analysis
- Able to communicate complex technical terms and/or processes in business language tailored to client
- Selfstarter able to achieve results as part of an effective team (across countries and time zones)
- Able to effectively prioritize and multitask under deadlines
- Experience using standard Microsoft Office tools (e.g. Excel PowerPoint Word)
- Experience representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization
- 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.
- Experience in project planning and project management capability and experience is an added advantage.
- Basic to intermediate proficiency in the following skills:
- Building client relationships Build credibility and create trustbased relations and 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
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
