Client Success Senior Consultant

Essential Functions

• Work with assigned Visa clients (mainly Financial Institutions with Issuing and Acquiring Visa activities but also FinTech Merchants Digital Partners) to deliver the client success model for Visa alongside our Global and Regional client services support Hub functions (e.g. Client Implementation Customer Care Client Resolution etc.)
• Develop nurture and maintain a trusted Operational Client Relationship partner for assigned clients.
• Provide regular structured proactive account management for assigned clients (refer to the CSM Guide) including ongoing client engagement monthly/ quarterly operational reviews participation in quarterly and annual business reviews building and managing against joint account plans with the AE and on an adhoc basis manage client escalations as required
• Own the planning creation and delivery of operational account plan activities/ reviews (which align with overall client single account plan) & product/service/ mandate delivery roadmaps for key clients supporting key client objectives and Visa initiatives
• Proactively work with the client to identify strategic opportunities and operational cost efficiencies manage moderately complex assignments that are diverse in scope and search out appropriate courses of action.
• Deliver operational and strategic initiatives to clients such as enabling new business initiatives products and solutions delivering Business Enhancements and educating on tools and services.
• Support biannual system changes (Business Enhancement Releases) and all Visa mandates.
• Be the functional expert for their clients processing and operational business identify processing efficiencies through operational client knowledge and manage client escalations within their assigned portfolio.
• Focus on improvement of performance (Authorization authentication billing and dispute) cost effectiveness & compliance introducing operational best practices and client processing optimization.
• Provide consultancy on local operational regulatory and payment systems knowledge where relevant as well as encouraging regular client trainings/ enablement of Visas client facing selfservice tools
• Liaise across Client Service teams and coordinate actions to deliver client goals.
• Coordinate across all other business departments & functions to ensure strategic alignment & effective delivery of Visa and client initiatives.
• Align and set direction with Visas client teams ensuring synergy through effective communication and a holistic approach to Client Success Management
• In partnership with Global Business Optimization execute performance analytics identifying opportunities for the client to improve authorization rates reduce fraud and chargebacks.
• Crisis management 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).
• Stay current with industry market and client trends/ opportunities and threats and maintain a working knowledge of Visa products and services.
• Regional travel may be required
• French and English are both required

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 3 set days a week (Tuesday to Thursday determined by leadership/site) with a general guide of being in the office 50% or more of the time based on business needs.

Qualifications :

The Client Success Manager assigned for FBL market is an individual contributor role responsible for the daytoday operational needs for multiple clients they are assigned to.
This position requires a high level of professionalism as it is client facing alongside our sales and business development colleagues. To execute their tasks effectively it also requires strong planning organization and execution skills together with analytical capabilities and skills and the willingness to keep learning to improve and optimize internal processes to afford the best client experience with their every interaction at Visa.
This an SME (subject matter expert) role and hence experience and solid business and technical knowledge in Payments is essential.

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