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Client Success Consultant

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Visa

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Sales & Business Development
  • Frankfurt
  • Quick Apply

AI generated summary

  • You need strong analytical skills, client relationship building, project management experience, and knowledge of the payment industry. Proficiency in MS Office and excellent communication are essential.
  • You will oversee Visa product implementations, ensure client success metrics are met, build relationships with stakeholders, improve product adoption, resolve client issues, and lead operational reviews.

Requirements

  • 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
  • Self-starter able to achieve results as part of an effective team (across countries and time zones)
  • Able to effectively prioritize and multi-task 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 trust-based 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

Responsibilities

  • 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 client’s adoption and performance of Visa products purchased.
  • Participate in the design and delivery of initiatives to improve client adoption of products and use of Visa’s self-tools.
  • 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 cross-functional 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 ad-hoc 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).

FAQs

What is the primary responsibility of a Client Success Consultant at Visa?

The primary responsibility is to own the holistic post-sale Client Services operational relationship for clients, providing operational support to grow their business and maximize their benefits from Visa products.

What qualifications are preferred for the Client Success Consultant position?

Preferred qualifications include certifications in Client/Customer Success, project management experience, knowledge of the payment industry, and experience in project planning and management.

What skills are required for this role?

Required skills include strong analytical abilities, effective communication of complex technical terms in business language, self-starter mentality, prioritization and multi-tasking under deadlines, and proficiency in Microsoft Office tools.

Where is the position located?

The position is located in Frankfurt, Germany.

Will I be required to travel for this job?

The job is hybrid, meaning you will work in the office 2-3 set days a week, determined by leadership/site, with the possibility of remote work for the remainder of the time.

What kind of training materials will I be involved in developing?

You will support the development of client education and training materials, including webinars, to communicate updates such as new Visa rules, essential mandates, and upcoming changes.

How does this role contribute to Visa's Client Success transformation?

This role contributes by partnering closely with key clients to maximize their real value realization from Visa products, optimizing performance, and enhancing the client experience through support and service implementation strategies.

What is expected regarding client engagement in this role?

You are expected to build trusting relationships with clients, proactively communicate effectively, listen to their needs, and ensure they achieve their business goals with Visa products.

What tools and technologies should I be familiar with for this job?

Familiarity with standard Microsoft Office tools such as Excel, PowerPoint, and Word, as well as knowledge of Visa's products and payment processing trends and technologies, is important.

Is experience in the payments industry required?

While experience is preferred, a strong knowledge of industry trends, threats, competitors, and regulatory environments is important for this role.

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Visa

Technology
Industry
10,001+
Employees
1958
Founded Year

Mission & Purpose

Visa (NYSE: V) is a world leader in digital payments, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories. Our purpose is to uplift everyone, everywhere by being the best way to pay and be paid.