Senior Client Success Consultant

hace 2 meses

Madrid, España Visa A tiempo completo

**Company Description**
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** This role can be based in either Warsaw, Riga and Madrid**

Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development, and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products and services globally, CS is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
The **Senior Consultant Client Success - Shared Service Hub** is an individual contributor role responsible for the day-to-day operational needs for multiple clients within a newly established shared service support model.

This role serves as a technical/functional specialist and works with limited guidance and support on more complex situations.

**Responsibilities**
- Provide high value service support on day-to-day items to Visa Clients (Issuers, Acquirers, Partners, Fintechs etc) to ensure customer expectations are exceeded, advocate on behalf of the clients
- Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation - meeting required deadlines
- Support inquiries related to Visa products and services - that come via Client Resolution to the Shared Service Hub
- Provide predefined/ templated operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back-office processing) - as defined as areas of focus and prioritization for the CSM Shared Services Hub by management and named accounts
- Coordinate, communicate and govern all activities for client readiness for mandates, enterprise and market initiatives, including, but not exclusive to, Visa bi-annual Business Enhancements. Support the development of central assets to refine the daily activities of the CSMs to reduce operational debt
- includes, analytics, dashboards, templates etc.
- Support client implementation projects and liaise with other teams to ensure requirements are understood, alongside the direction of the client implementation consultants/ managers leveraging implementation guides and readiness checklists
- Support the templating and preparation of regular operational reviews to be conducted with named clients from CSM Shared Service Hub.
- Increase client’s adoption to Visa Self Service tools and ensure client’s compliance with Operational Resilience, based on prioritized and targeted clients
- Provide information to clients of upcoming product/ service changes that require client planning based on webinar and enablement plans defined by management
- Provide continuous and timely input to management to drive escalating to relevant department management when issues arise that might jeopardize problem resolution from CSM Shared Service Hub
- Considered the operational liaison for client’s processing, operational business and escalation needs, coordinating internal stakeholders as needed
- Build and enhance positive working relationships with clients (and internal stakeholders to accomplish Visa and client objectives
- Stay current with industry trends and maintain a strong knowledge of Visa products and services
- Review cases raised alongside client feedback to make recommendations within Visa for improvement
- Log required data accurately as expected to maintain consistent internal reporting dashboard for different management levels
- Develop and provide presentations to internal and external stakeholders as needed
- Present regular customer and departmental reporting for tracking customer or service issues, as required and against agreed routines and cadences
- Present client analysis to peers and leadership, upon request
- Will be expected to be responsible and drive end-to-end initiatives and provide guidance to others within team and

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