Senior Client Success Consultant

About Visa

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world. Progress starts with you.

Job Description: Senior Client Success Consultant

The Senior Client Success Consultant is an individual contributor responsible for owning the overall post-sale Client Services relationship for applicable clients including issuers, acquirers, processors, enablers, fintechs, wallet providers, and merchants. This role provides operational and optimization solutions to support growing client businesses and achieving their strategic growth priorities by ensuring they achieve the highest value and impact from Visa's products and services.

The Senior Client Success Consultant acts as a trusted client advocate, working proactively with their client portfolio to optimize and expand adoption of the clients' Visa product portfolio, enable new capabilities, support geographic expansion, identify Visa product and service sales opportunities, while helping clients stay up-to-date on Visa rules, mandates, and regulatory requirements. This role demands a high level of professionalism, leadership, and interpersonal skills to manage relationships with diverse internal and client stakeholders.

This is an exciting opportunity to be at the forefront of Visa's Client Success transformation, partnering closely with clients to maximize their benefits realization and value from Visa products through optimizing their performance in both face-to-face and card-not-present environments. Working in conjunction with Account Team members from 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, drive value for clients, and support Visa's strategy.

This hybrid role serves as a functional specialist, located in Dublin, Irish Market, reporting to the Director, Client Success UKI, and will be part of the UKI Client Services Cluster.

Responsibilities:

• Oversee the implementation of new Visa products purchased by clients, coordinating key Client and Visa teams to expedite implementation readiness activities and steer clients toward faster time-to-value and maximum adoption.
• Ensure client operational goals and success metrics for their overall Visa product landscape are clearly understood.
• Build and sustain 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 product adoption and performance.
• 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 exceptional client experience and generate new sales leads.
• Establish working relationships with Client Services teams and other cross-functional subject matter experts to orchestrate consultation and resolve complex client issues, optimizing client performance.
• Maintain close alignment and engagement with sales account teams to drive client objectives and targets, ensuring early engagement to secure clients' earliest return on investment.
• Develop and contribute to client education and training materials, including webinars, to communicate new Visa Rules, mandates, Business Enhancement Releases, or upcoming changes, ensuring client readiness and service compliance.
• Lead periodic operational reviews with clients and Visa stakeholders at market, regional, or global levels.
• Act, on an ad hoc and as needed basis, as the escalation point for managing significant issues and major incident crisis responses for applicable clients.
• Proactively identify and drive opportunities to optimize client performance by monitoring client performance and liaising with specialist Visa teams as needed.
• 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 to disseminate approved Corporate Communications messages to clients and maintain ongoing interaction to meet client-specific needs throughout a crisis event, coordinating and escalating queries as per the agreed Crisis Management Plan.

Qualifications:

• Experience in a customer success or customer services role within financial services, payment cards, software, or information services industries.
• Excellent verbal, written, presentation, and interpersonal skills.
• In-depth knowledge of the payment industry (trends, threats, competitors, regulatory environments).
• Analytical skills to extract and synthesize relevant data into business solutions and provide sound analysis.
• Ability to communicate complex technical terms and/or processes in business language tailored to the client environment.
• Self-starter capable of achieving results as part of an effective team (across countries and time zones) and executing with minimal supervision.
• Ability to effectively prioritize and multi-task under deadlines.
• Good project planning and project management capability and experience are 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 a storyline within the context of client use cases is advantageous.
• Certifications or qualifications in Client/Customer Success, project management, or related areas of practice and expertise are a strong advantage.
• Fluent in English.
• Intermediate to expert proficiency in the following skills:
• Building client relationships: Build credibility and create trust-based relations, partner with clients to build their business alongside strong expectation management to leverage Visa support tools, processes, and teams.
• Customer centricity: Listen to and prioritize customer needs to drive value realization and build trusted partnerships, while confidently setting and managing client expectations.
• Success planning: Build measurable action plans to help clients achieve business goals and realize value from products/solutions.
• Client engagement: Communicate clearly and effectively with clients using relevant data points and within the context of their user stories.
• Proactiveness: Think ahead, take action to prevent issues, anticipate gains, and plan collectively against client’s overall plans and timelines.
• Critical thinking: Take ownership over problems and find creative solutions, encouraging automation and simplicity.

Key skills/competency

• Client Relationship Management
• Payment Industry Knowledge
• Strategic Account Growth
• Product Adoption & Optimization
• Stakeholder Engagement
• Analytical Problem Solving
• Project Management
• Customer Centricity
• Operational Resilience
• Sales Enablement