Consultant, Client Success

Consultant, Client Success

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

About the Team:

The Client Success Team is responsible for providing operational assistance to a large and diverse number of Visa clients. The team is responsible for helping clients resolve issues and drive improvement opportunities to completion.

What Does a Consultant, Client Success Do at Visa:

The Consultant, Client Success is an individual contributor responsible for owning the holistic post-sale Client Services operational relationship for applicable clients and providing operational support and assistance in growing clients' business. The Consultant is a trusted client advocate and works proactively with their client portfolio to enable new capabilities, manage geographic expansion, and promote product adoption.

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 through optimizing their performance. 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, that drive value for our clients and support Visa's strategy.

This role serves as a functional specialist, located in Tokyo, Japan and reporting to a Director, located in Tokyo.

This role will provide the opportunity to shape how Visa leads the management of a significant group of its growth clients through support and input into the automated tools, capabilities and processes that enhance the client experience. The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visa's strategy. This involves delivering effective, efficient, and consultative operational support aligned to business objectives.

Responsibilities include:

• Support and/or 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 getting 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 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 a client's adoption and performance of Visa products purchased.
• Participate in the design and delivery of initiatives to improve client adoption of products and use of Visa's self-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 working relationships with Client Services and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.
• Support development of 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.
• Support and/or lead periodic operational reviews with clients and Visa stakeholders.
• Act, on an ad-hoc and as needed basis for applicable clients, as the escalation point for managing significant issues and major incident/crisis responses.
• Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.

Why this is important to Visa:

The Consultant is vital in helping Visa to deliver against the operational needs of a key market, allowing us to provide the right support and partnership that recognizes client specific requirements. This role provides an excellent opportunity to grow Visa's business in Japan by driving value to our clients through effective enablement and customer centric support.

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

Qualifications

What You Will Need:

• 8+ years of experience in client/customer service in financial, payments or information technology or 8+ years knowledge on payment system services is required.
• 5 years of knowledge on Payment processing is strongly preferred.
• Excellent verbal, written presentation skills, including strong oral and written capabilities in both Japanese and English
• Analytical skills to prepare and summarize data into business solutions and provide sound analysis
• 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 using standard Microsoft Office tools (e.g., Excel, PowerPoint, Word)
• Experience representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization
• Building client relationships - can build credibility and create trust-based relations, partner with clients to build their business
• Customer centric - able to listen to and prioritize customer needs to drive value realization and build trusted partnerships
• Success planning - able to build measurable actions plans to help clients achieve their business goals and realize value from their products/solutions
• Proactiveness - can think ahead and take action

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.