The Consultant, Client Success is a client-facing, individual contributor role serving as a Client Success subject matter expert. The Consultant enables new client capabilities, promotes product adoption and optimizes client performance. The role requires a high level of technical proficiency to succeed by supporting clients with complex problems and optimization opportunities.
We are looking for a Client Success Consultant to join the Client Services team for a 6-month fixed term contract. The Contract is due to end on the 30th Aoril 2025.
This role is an exciting opportunity to be at the forefront of Visas Client Success transformation by partnering closely with Visa clients to maximize their benefits realization and value from Visa products through optimizing their performance. Working in conjunction with Account Team members from Client Services, Sales and Product, you will proactively drive Client Success outcomes in alignment with Visas 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 Visas strategy.
This role serves as a functional specialist, located in Sydney Melbourne Australia and reporting to Renet Snyman, Director Client Services.
Responsibilities include
- Support and or oversee the implementation of new Visa products purchased by Clients by coordinating key Client and Visa teams to expedite implementation readiness activities and steer Client toward faster time to value and maximized adoption of deployed products.
- Ensure Client operational goals and success metrics for their product landscape is understood.
- Foster and sustain trusted partnerships with internal Account Team members 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 Visa 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 and generate new sales leads as solutions to identified client pain points.
- Establish relationships with Client Services and other cross-functional teams within Visa to deliver subject matter expertise consultation as needed to optimize client performance.
- Provide subject matter expertise and consultation to Visa clients by leveraging insights and understanding of their local market and product needs to continually enhance the Client experience.
- Support periodic operational reviews with Clients and Visa stakeholders, incorporating input, comparison and client progress against product metrics.
- Proactively identify and drive opportunities to optimize client performance by monitoring client health.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
• Issuing and Acquiring knowledge and functional experience in digital payment operations, preferably Visa, supporting highly complex clients and or services
• Working knowledge of Card Payments and Visa systems including authorization and clearing systems, client connectivity, Visa Settlement Services
• 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 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
• 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.
• Basic to intermediate proficiency in the following skills
o Building client relationships - Build credibility and create trust-based relations partner with clients to build their business
o Becoming customer centric - Listen to and prioritize customer needs to drive value realization and build trusted partnerships
o Success planning - Build measurable actions plans to help clients achieve their business goals and realize value from their products solutions
o Client engagement - Communicate clearly and effectively with clients
o Proactiveness - Think ahead and take action
o Critical thinking - Take ownership over problems and find creative solutions to complex problems
o 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.
