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Senior Consultant, Client Success

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Visa

2mo ago

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

AI generated summary

  • You need experience in customer success within financial services, strong communication skills, payment industry knowledge, analytical abilities, project management, fluency in German/English, and client relationship expertise.
  • You will implement Visa products, ensure client success metrics are met, foster relationships, drive adoption initiatives, develop training materials, and resolve client issues effectively.

Requirements

  • Experience in a customer success/ customer services role in financial services, payment cards, software or information services industries.
  • Excellent verbal, written, presentation and interpersonal skills are required.
  • In-depth knowledge of the payment industry (i.e., trends, threats, competitors, regulatory environments)
  • Analytical skills to extract and synthesize relevant data into business solutions and provide sound analysis
  • Able to communicate complex technical terms and/or processes in business language tailored to client environment
  • Self-starter able to achieve results as part of an effective team (across countries and time zones) and execute with minimal supervision
  • Able to effectively prioritize and multi-task under deadlines
  • Good project planning and project management capability and experience is an added advantage
  • Experience representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization, including executives, in support of strategic business plans
  • Experience using data points to create storyline within the context of client use cases will also be advantageous
  • Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise is a strong advantage.
  • Fluent in German and English
  • Intermediate to expert proficiency in the following skills:
  • Building client relationships - Build credibility and create trust-based relations and partner with clients to build their business alongside strong expectation management to encourage clients to leverage all of Visa support tools/ processes and teams
  • Customer centricity - Listen to and prioritize customer needs to drive value realization and build trusted partnerships whilst being confident in their client relationship to set expectations and also hold clients accountable for their adherence to Visa standards and rules
  • Success planning - Build measurable actions plans to help clients achieve their business goals and realize value from their products/solutions driven against the objectives that matter most to the clients
  • Client engagement - Communicate clearly and effectively with clients with relevant data points and within the context of the client’s user stories
  • Proactiveness - Think ahead and take action to prevent issues/ anticipate gains and opportunities for the client, and plan ahead collectively against client’s overall plans and timelines
  • Critical thinking - Take ownership over problems and find creative solutions to complex problems encouraging automation and simplicity of process as far as possible

Responsibilities

  • 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 trusted 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.
  • Drive and deliver initiatives to improve client adoption of products and use of Visa’s self-service tools.
  • Stay current with the latest local market trends, payment processing trends, Visa solutions and technologies to provide a great Client experience and generate new sales leads as solutions to identified client pain points.
  • Establish working relationships with Client Services teams and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.
  • Close alignment and engagement with sales account teams on driving the objectives and targets for the client, in line with client success outcomes, and ensuring early engagement to secure client’s earliest return on investment.
  • Develop/ contribute to 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.
  • Lead periodic operational reviews with clients and Visa stakeholders at market/ regional or global level (as applicable).
  • 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 performance and liaising with specialist Visa teams as needed.
  • As applicable, coordinate with global, regional and/or in-market Client Success team members to maintain a continuous 360-degree view of the Client and deliver a consistent operational relationship experience.
  • 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 role of the Senior Consultant, Client Success at Visa?

The Senior Consultant, Client Success is responsible for managing post-sale client relationships, optimizing the adoption of Visa products, and driving strategic growth initiatives for clients in the financial services, payments, and technology sectors.

What type of clients will I work with in this role?

You will work with various clients including issuers, acquirers, processors, enablers, fintechs, wallet providers, and merchants.

What skills are required for this position?

Required skills include excellent verbal and written communication, customer relationship building, analytical and critical thinking abilities, project management experience, and fluency in German and English.

Is travel required for this position?

The job may require some travel, as you will need to engage with clients and stakeholders, but it is primarily a hybrid role based in Frankfurt.

How does Visa support Client Success?

Visa supports Client Success by providing operational and optimization solutions, driving product adoption, and ensuring clients are well-informed about Visa's products, rules, and regulatory requirements.

What experience is necessary to apply for this role?

Candidates should have experience in customer success or customer services within the financial services, payment cards, software, or information services industries.

Will there be opportunities for training and development within the role?

Yes, there will be opportunities to develop client education materials and participate in continuous learning related to Visa rules, products, and industry trends.

What is the reporting structure for this position?

The Senior Consultant will report to the Head of Client Services Central Europe and will be part of the broader Client Success Management Team.

What initiatives will I be responsible for driving in this role?

You will be responsible for driving initiatives that improve client adoption of Visa products, optimize client performance, and ensure alignment with client success outcomes.

Are there any specific certifications that may enhance my candidacy for this position?

Yes, certifications in Client/Customer Success, project management, or related fields are considered strong advantages 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.