Sr. Consultant, Client Success

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. We are 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.

About the role

The Sr. Consultant, Client Success is an individual contributor responsible for owning the holistic post-sale Client Services relationship for applicable clients and providing operational solutions in support of growing clients’ business. As a trusted client advocate, you will work proactively with your client portfolio to enable new capabilities, manage geographic expansion, and promote product adoption. This role requires a high level of professionalism, leadership, and interpersonal skills to manage relationships with internal and client stakeholders.

This role is an exciting opportunity to be at the forefront of Visa’s Client Success transformation by partnering closely with key Visa clients to maximize their benefits realization and value from Visa products. You will proactively drive Client Success outcomes in alignment with Visa’s business agenda as detailed in the Sales Account Plan, working in conjunction with Account Team members from Sales and Product.

The individual will define and deploy client support and service implementation strategies, including automated tools and capabilities to enhance the client experience. This role serves as a functional specialist, located in Atlanta, GA, supporting issuing and/or acquiring lines of business for complex global and/or multi-regional enablers with business operations in North America. Additional lines of business and customers may be added, and customer assignments may change over time.

All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g., ChatGPT, Microsoft Copilot) to support everyday work.

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 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 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 and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.
• Develop 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.
• Act, on an ad-hoc basis, as the escalation point for managing significant issues and major incident/crisis responses for applicable clients.
• Showcase operational excellence by supporting cross-functional initiatives to improve the Client experience, incorporating automated solutions to drive efficiency and productivity.
• Proactively identify and drive opportunities to optimize client performance by monitoring client health 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.

Requirements

• Visa requires at least 3 days in office per week; expectations will be confirmed by your Hiring Manager.
• This position requires travel 5-10% of the time.

Qualifications

Basic Qualifications:

• 8 or more years of relevant work experience with a Bachelor’s 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’s Degree, or
• 7 or more years of relevant experience with an Advanced Degree (e.g., Masters, MBA, JD, MD), or
• 3 or more years of experience with a PhD.
• 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.
• Self-starter able to achieve results as part of an effective team (across countries and time zones).
• Ability 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.
• In-depth 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.

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 action plans to help clients achieve their business goals and realize value from their products/solutions.
• Client engagement: Communicate clearly and effectively with clients.
• Proactiveness: Think ahead and take action.
• Critical thinking: Take ownership over problems and find creative solutions to complex problems.
• Experience analyzing data and translating findings into actionable business recommendations.
• Experience in communicating complex technical terms and/or processes in business language tailored to the client.
• Experience achieving results as part of an effective team across countries and time zones.
• Experience in payment industry trends, threats, competitors, and regulatory environments.
• Experience in building client relationships, becoming customer-centric, success planning, client engagement, proactiveness, and critical thinking.

Pay

For roles located in the US, the estimated salary range for this position is $127,300.00 to $204,100.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors including knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity.

Benefits

• Comprehensive benefits package including Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.