Job Type
Job Details
VCS Client Success provides industry-leading implementation services and operational support to Visa’s B2B clients around the world. With our deep knowledge and expertise, we are a key internal partner to Sales, Product and Technology teams bringing the voice of the client into the design, development and successful deployment of Visa products and solutions. As a part of the Client Services organization, this team provides support to financial institutions, fintech partners and their corporate clients who utilize a suite of Visa Commercial Solutions (VCS) products. Areas of focus include B2B (virtual and card-based) payments, expense management, travel solutions, data solutions, and reporting.
The Sr Consultant, Client Success Manager is an individual contributor role responsible for being the primary operational contact North American clients. This individual will also serve as the primary escalation contact. As this is an operational role, success in this role will be measured in increasing operational efficiencies, establishing productive client relationships, and effectively consulting and problem solving for Visa products and solutions. The candidate must demonstrate payments industry knowledge and knowledge of Visas capabilities to solve complex problems and take a broad perspective to identify innovative solutions.
Key Responsibilities:
- Be the primary North America Client Success Manager to the largest, most complex and most strategic Canadian clients.
- Provide day-to-day operations and product support, back-office support and customer performance reporting. Manage Business Enhancement Releases for the customer.
- Identifies and implements product & process optimization opportunities
- Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy. Ensure team advocates for client needs with internal stakeholder organizations
- Be the technical / functional expert for Visa Commercial Solutions products to best inform, educate, and consult with clients
- Act as an advocate for the client, providing problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
- Offer operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner
- Provide insight and input within cross-functional Visa organizations for new or changing products and services that may impact their clients, including product release education
- Stay current with industry and client trends and maintain a strong knowledge of Visa products and services.
- Represent complex, customer change requests, system or operational requirements, negotiate and manage expectations internally and externally.
- Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans.
- Identify and analyse processing issues with client impacts, consistently communicate situational status and resolution, advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
- Partner with assigned Account Executives to identify additional business opportunities, proactively identify operational opportunities and implement recommendations to increase service quality and efficiency.
- As needed, participate in sales and strategic sessions with potential clients to speak to the technical components of Visa Commercial Solutions and the value of Client Services
- Perform ongoing proactive operational reviews with client, such as monthly and quarterly business reviews
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.
Qualifications
Basic Qualifications:
- 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
Preferred Qualifications:
- 9 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
- Significant experience in a customer support role in financial services, payment card, software or information services.
- 5-7 years equivalent experience in financial services or payments.
- Excellent verbal, written, presentation and interpersonal skills are required.
- Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
- Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
- Ability to set priorities and manage customer expectations. Work both as part of a team and independently.
- Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
- Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
- Working knowledge of Microsoft Office.
Additional Information
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.
Visa welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
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