Senior Client Success Consultant
Employment Info
JOB DETAILS
Requirements
- A bachelor’s degree or equivalent qualification with 8+ years of experience in a customer support role in software, financial or information services, or with at least 2-3 years knowledge on payment systems services – preferably in commercial or virtual cards, money movement or transaction banking.
- Demonstrated success in client relationship management and the ability to build measurable actions plans to help clients achieve their business goals and realize value from their products and solutions.
- Issuing and Acquiring knowledge and functional experience in digital payment operations, preferably Visa, supporting highly complex clients and services.
- Working knowledge of Visa systems including authorization & clearing systems, network tokens, client connectivity, Visa Settlement Services.
- Strong technical aptitude with the ability to absorb technical information and apply it to business solutions.
- Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit and proven abilities in organizational, conceptual, and logical problem solving.
- Strong ability to articulate complex technical terms or processes into business language.
- Outstanding analytical aptitude and demonstrated track record of working with data to develop business-oriented solutions and to provide sound business analysis.
- Customer and business focus with proven ability to establish productive working relationships with team and management at all levels.
- Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
- Excellent time management, project management, organization, and planning skills.
- Strong verbal, written, presentation and interpersonal skills are required with the ability to communicate complex technical terms in business language tailored to the client.
Responsibilities
- Partner with the Sales and Product teams to lead operational activities with the assigned portfolio of clients providing an advanced level of technical consultation on systems and services.
- Provide high value customer service support on day-to-day items to Visa Clients and internal staff to ensure customer expectations are exceeded and be the voice of the client.
- Foster and sustain trusted partnerships with internal Account Team members by aligning the forward-looking relationship strategy and optimization opportunities and executing against Client Success Plans
- Support, and may oversee, implementation of new Visa products purchased by Clients by coordinating key Client and Visa teams to expedite implementation readiness activities and steer Client toward faster time to value and maximized adoption of deployed products.
- Identify and generate leads, drive growth initiatives, and implement opportunities to improve client experience by data-driven optimization and streamlining of operational processes.
- Translate complex payment capabilities into clear client value propositions, demonstrating operational, cost, and experience benefits.
- Develop and manage operational initiatives, special projects and client-driven continuous improvement plans.
- Act as liaison and escalation point for the client. Provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
- Coordinate internal resources to accomplish Visa and client objectives, accelerating time to revenue. Participate in cross functional customer service delivery initiatives across clients and Visa internal teams.
- Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa.
- Proactively notify clients regarding any widespread or business critical problems with the application, and leads internal and external recovery efforts of product, and processing service interruptions.
- Engage Technology and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues.
- Educate and train clients in best practices, increase adoption for Visa Commercial and Money Movement Solutions products.
- Represent difficult and mildly complex customer change requests, system or operational requirements, and negotiate and manage expectations internally and externally.
Desired Qualifications
- A broad operational experience relating to card, remittance and money movement solutions, and working knowledge related to authorization and clearing, client connectivity, and settlement.
- Ability to relate operational needs of the client to their business drivers, and committed to excelling with partners, with a record of accomplishment in understanding, anticipating and delivering the client’s needs.
Are you interested in this position?
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