Client Success Consultant

Описание

The Manager, Specialized Client Success is a client-facing, individual contributor role serving as a subject matter expert. The Consultant enables new client capabilities, promotes product adoption and optimizes client performance. 

Working in conjunction with Account Team members from Client Services, Sales and Product, you will proactively drive Client Success outcomes in alignment with Visa’s business agenda as detailed in the Sales Account Plan. The individual will also define and deploy client support and service implementation strategies, including automated tools and capabilities to enhance the client experience, that drive value for our clients and support Visa’s strategy.

The role is a direct report to the Senior Director, CEMEA Specialized Client Success Manager located in Dubai.  

Key Responsibilities:

• Accelerate adoption and improve performance of products for the assigned product family, by identifying optimization opportunities and leads for activation.
• Collaborate with regional Sales and Product functions to design and execute go-to-market initiatives for Visa products.
• Collaborate with cross-functional teams within Visa to deliver subject matter expertise consultation and operational best practices as needed to optimize client performance.
• Own the product life-cycle post activation within the Client Service team and be the subject matter expert for the assigned product family.
• Collect product feedback and prioritize the enhancement requests for the Global Product teams.
• Support and/or oversee the implementation of new Visa products purchased by Clients by coordinating with key Client and Visa teams to expedite implementation readiness activities and steer Client toward faster time to value and maximized adoption of deployed products.
• Foster and sustain trusted partnerships with other teams within Client Services, Product and Sales by aligning on the forward-looking relationship strategy and optimization opportunities and executing against Client Success Plans.
• Drive and deliver initiatives to improve client adoption of products and use of Visa’s self-service tools.
• Stay current with the latest payment processing trends, Visa solutions and technologies to provide a good Client experience.
• Leverage insights and understanding of their local market(s) and product needs to continually enhance Product Health in the region and Client experience.
• Support periodic operational reviews with Clients and Visa stakeholders, incorporating input, comparison and client progress against product metrics.
• Translate complex customer business needs into opportunities for system and service solutions.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

• Bachelor’s degree or equivalent qualification
• A minimum of 10+ years of success in a technology, financial or information services business or with at least 8 years of experience in the payments industry
• Functional experience in payment cards operations, supporting highly complex clients and or services
• Demonstrated, detailed knowledge of the full breadth of systems, products and services offered by Visa
• Commitment to learning and developing with a strong bias for action, with a passion to build, test, learn and iterate.
• Proficient in data analytics, visualization and data driven decision making.
• Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at all levels
• Ability to articulate complex technical and business issues and solutions to multiple levels internally and externally to support strategic business plans
• 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 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
• Excellent presentation skills, including strong oral and written communications
• Solid influencing and negotiation skills
• Basic to intermediate proficiency in the following skills:
• Building client relationships
• Build credibility and create trust-based relations
• 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 or solutions
• Client engagement - Communicate clearly and effectively with clients
• Proactiveness - Think ahead and act; critical thinking - Take ownership over problems and find creative solutions to complex problems; technical skills – continuous acquisition, application, and refinement of technical skills relevant to the role and payments

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.