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Senior Client Success Consultant

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Visa

13d ago

  • Job
    Full-time
    Senior Level
  • Consulting
  • Madrid
  • Quick Apply

AI generated summary

  • You need client support experience in financial services, strong communication skills, knowledge of payments processing, problem-solving ability, and proficiency in MS Office tools.
  • You will support clients, resolve inquiries, manage documentation, enhance operational efficiency, coordinate projects, promote self-service tools, and foster relationships to exceed client expectations.

Requirements

  • The ideal candidate should be a self-starter with a demonstrated ability to work collaboratively to achieve results as part of a newly established team; looking for opportunities to improve and optimize the services, practices and procedures delivered by the Shared Service Hub.
  • Significant experience in a client support role in financial services, payment card, software or information services
  • Excellent verbal, written, presentation and interpersonal skills are required
  • Good knowledge of Authorizations, Clearing & Settlement & back-office processing
  • Good working knowledge of payments network and processing service
  • Working knowledge of payments network and processing services.
  • Self-starter with proven abilities in organizational, conceptual, and logical problem solving
  • Client focus with proven ability to establish productive working relationships with staff and management at all levels
  • Support to define framework, processes and operating procedures, with cross-functional impact. This will include adequate documentation and artefact creation
  • Ability to set priorities and manage customer expectations, with the relevant guidance and support necessary. Working both as part of a team and independently
  • Strong technical aptitude with the ability to absorb technical information and apply to business solutions
  • Proficiency providing technical and consultative support to external customers and identify business needs
  • Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
  • Fully computer literate in MS Office tools (e.g. Excel, PowerPoint, Word, Visio, etc.)
  • Preferably experience working with CRM product/s
  • Good time management, holistic process-thinking and planning skills are essential. Related certifications are a plus, for example:
  • Project management certification
  • Lean Six Sigma
  • Ability to set priorities independently (as far as possible), and work collaborative to influence stakeholders and colleagues drive the outcomes expected from the role
  • Fluent in local language and English required. Additional other European languages are a plus.

Responsibilities

  • Provide high value service support on day-to-day items to Visa Clients (Issuers, Acquirers, Partners, Fintechs etc) to ensure customer expectations are exceeded, advocate on behalf of the clients
  • Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines
  • Support inquiries related to Visa products and services – that come via Client Resolution to the Shared Service Hub
  • Provide predefined/templated operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back-office processing) – as defined as areas of focus and prioritization for the CSM Shared Services Hub by management and named accounts
  • Coordinate, communicate and govern all activities for client readiness for mandates, enterprise and market initiatives, including, but not exclusive to, Visa bi-annual Business Enhancements. Support the development of central assets to refine the daily activities of the CSMs to reduce operational debt– includes, analytics, dashboards, templates etc.
  • Support client implementation projects and liaise with other teams to ensure requirements are understood, alongside the direction of the client implementation consultants/managers leveraging implementation guides and readiness checklists
  • Support the templating and preparation of regular operational reviews to be conducted with named clients from CSM Shared Service Hub.
  • Increase client’s adoption to Visa Self Service tools and ensure client’s compliance with Operational Resilience, based on prioritized and targeted clients
  • Provide information to clients of upcoming product/service changes that require client planning based on webinar and enablement plans defined by management
  • Provide continuous and timely input to management to drive escalating to relevant department management when issues arise that might jeopardize problem resolution from CSM Shared Service Hub
  • Considered the operational liaison for client’s processing, operational business and escalation needs, coordinating internal stakeholders as needed
  • Build and enhance positive working relationships with clients (and internal stakeholders to accomplish Visa and client objectives
  • Stay current with industry trends and maintain a strong knowledge of Visa products and services
  • Review cases raised alongside client feedback to make recommendations within Visa for improvement
  • Log required data accurately as expected to maintain consistent internal reporting dashboard for different management levels
  • Develop and provide presentations to internal and external stakeholders as needed
  • Present regular customer and departmental reporting for tracking customer or service issues, as required and against agreed routines and cadences
  • Present client analysis to peers and leadership, upon request
  • Will be expected to be responsible and drive end-to-end initiatives and provide guidance to others within team and broader organization
  • May coach and review the work of others on the team

FAQs

Do we support remote work?

Yes, we do remote work, but in a hybrid format where employees are expected to work from the office 2-3 set days a week.

What is the main responsibility of the Senior Client Success Consultant?

The main responsibility is to provide day-to-day operational support for multiple clients within a newly established shared service support model and ensure client expectations are exceeded.

What qualifications are required for this position?

The ideal candidate should have significant experience in a client support role in financial services, strong interpersonal skills, good knowledge of payment processing, and a self-starter mentality.

Is experience in project management beneficial for this role?

Yes, related certifications such as project management certification and Lean Six Sigma are considered a plus for this role.

Do we require fluency in languages other than English?

Yes, while fluency in the local language and English is required, additional European languages are considered a plus.

What kind of clients will I be working with in this role?

You will be working with a variety of clients including Issuers, Acquirers, Partners, and Fintechs.

Will I be coaching or reviewing the work of other team members?

Yes, you may be expected to coach and review the work of others on the team as part of your responsibilities.

How does this role contribute to client success?

This role contributes by providing high-value service support, resolving client inquiries, facilitating communication between clients and internal stakeholders, and ensuring client readiness for various Visa initiatives.

What tools and skills are essential for this role?

Proficiency in MS Office tools, strong technical aptitude, and experience with CRM products are essential skills for this role.

What kind of reporting will I be responsible for?

You will be responsible for presenting regular customer and departmental reporting to track customer or service issues, as required.

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.