Senior 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, 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. Join Visa and do work that matters — to you, to your community, and to the world.

Progress starts with you.

What's it all about?

As Visa continues a path of innovation and growth, where we are focused on a client's lifecycle with a client centric mindset at the core of all we do, we are searching for a Senior Consultant in the Client Success team within Visa's Client Services function to strengthen our presence in Spain and the Southern Europe Cluster global footprint.

This is an exciting opportunity within the "operational side" of the Visa payment ecosystem to develop and nurture Visa's relationships with existing Clients (i.e. large banks/financial institutions/strategic partners) and optimize their existing Visa transaction performance.

The Global Senior Client Success Global Engagement Lead Manager is a pivotal individual contributor role accountable for the day-to-day operational needs of one of Visa's key Global Clients located in Europe.

This position requires a strong ability to manage stakeholders effectively and build collaborative relationships high level of professionalism and astuteness in managing all levels of stakeholders at the client and at Visa and will be a client facing alongside our sales and business development colleagues.

This Senior Client Success role will focus on the operational relationship management (strategic, proactive and tactical/ reactive as relevant) of our Global key client.

This role serves as a functional specialist and works independently alongside global CSM guidelines and methodology of operation and is able to manage complex topics (with limited supervision), as part of the team supporting operational mandates, project implementations and consulting initiatives that help Clients to grow their portfolios. You will be based in our local Madrid office and report to the Head Director of Client Services in the Southern Europe Cluster. This is a diverse and challenging role which provides a perfect opportunity for you to develop a career within Visa - a truly global organization.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

Essential Functions

• Work closely alongside the key stakeholders for the dedicated Visa key client, delivering the global client success model for Visa as a key ambassador of all of client services to the client and within the account's wider Visa teams
• Manage the operational and client services relationship for the client in Europe, ensuring alignment with global standards and Own the holistic operational and client services relationship of the client across Europe (and global entities where relevant) and be the central voice of this Client into Visa and the Operational voice of Visa into Clienct
• Closely collaborate with, align and influence team/s of local market/s or Shared Services Client Success Managers, who will continue to manage locally the client relationships, and integrate into an overall global strategy and single client success plan for the client – include collaboration of a single global operational view for the client, in addition to local operational reviews that is relevant where this role also manages a local operational entity for the same global client
• Identify and drive operational improvement opportunities for your assigned Client to grow their Visa portfolio and get the best return on investment on existing Visa products
• Provide a global perspective on our global payment processing, issuing, and acquiring solutions and technologies to drive a holistic client services experience
• Provide regular, structured, proactive operational relationship management through monthly/ quarterly operational reviews, participation in quarterly and annual business reviews
• Building and managing the client priorities, strategies and outcomes against mutually agreed joint account plans with the Account Executive and other Visa teams
• Actively collaborate with the client to discover strategic possibilities and improve operational cost-effectiveness, handle assignments of moderate complexity with a diverse range of objectives, and seek suitable solutions.
• Deliver operational and strategic initiatives to clients such as enabling new business initiatives, products, and solutions, delivering Business Enhancements, and educating on tools and services.
• Focus on improvement of performance (Authorization, authentication, billing and dispute), cost effectiveness & compliance, introducing operational best practices and client processing optimization
• Crisis management – disseminate approved Corporate Communications' messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event, coordinating and escalating queries where appropriate (as per agreed Crisis Management Plan)
• Due to the international footprint of our client, the role will require travel within Europe 20 %, and perhaps some outside Europe travel as required

Key Metrics and KPIs

• Contribute to overall Client Satisfaction and Net Promoter Scores
• Contribute to regional and country score card targets including growth and adoption of Visa Products and Services
• Ensure your Clients' compliance with Visa operational compliance rules and mandates (planning and support during compliance releases)
• Appropriate and efficient use of Visa's OneCRM Microsoft 360 tool to capture relevant and required client interactions
• Achieve annual individual goals and relevant Client Services Objectives and Key Results
• Coordinate escalations on a rare case of operational crisis event to minimize Client impact in the shortest duration
• Facilitate fastest return on investment for clients by driving fastest time to first transaction upon closing new deal agreements
• Feedback and contribute to Visa internal processes and procedures – for improvement and optimization.
• Collaborate actively within Client Services organization and across Visa functions (e.g. Sales, Products) locally and globally

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

• Self-starter with a demonstrated ability to work collaboratively to achieve results as part of an effective team
• To execute their tasks effectively, it also requires a strong planning and organizational skills, focused and rigorous execution skills, together with analytical capabilities and skills, and the willingness to keep learning to improve and optimize internal processes to afford the best client experience, with their 'every' interaction at Visa.
• Holds a Bachelors/Degree or foreign equivalent
• Excellent interpersonal skills with the ability to establish, grow and influence key relationships across relevant functions and markets within Visa and at all levels at the client
• Demonstrate intercultural and market sensitivity
• Strong analytical aptitude and demonstrated track record of working with data to develop business-oriented solutions as well as the ability to apply sound business analysis to limit the downstream impact of decisions ideally with some good basic data analysis skills
• Ability to effectively work under pressure, be proactive and self-challenging when dealing with complex compliance, technical or other issues
• Ability to prioritize and respond effectively to new challenges whilst managing stakeholder expectations
• Have excellent time management, organization, and planning skills
• Proficiency providing technical and consultative support to external customers and identify business needs
• Excellent written and verbal communication skills in English and Spanish with the ability to convey complex topics in simple terms relevant to the client's specific use cases
• Ability to synthesize and translate technical information and apply to business solutions.

Preferred qualifications:

• Knowledge of Authorizations, Clearing & Settlement & back office processing
• Solid working knowledge of payments network and processing services

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.