Senior Client Success Consultant

hace 1 semana

Madrid, España Visa A tiempo completo
Job Description

The role can be based anywhere within the EU

The Senior Client Success Manager (CSM) for Payment Wallets is an individual contributor responsible for owning the overall post-sale Client Services relationship for applicable payment wallets clients across Europe.

  • Be accountable for providing operational and optimisation solutions in support of growing our clients’ businesses and achieving their strategic growth priorities by achieving the highest value and impact from Visa’s products and services 
  • Bringing the requirements and intricacies of the Payment Wallets back into Visa to support optimization and enhancements in Visa processes to best support this client arche-type
  • Be a trusted client advocate and works proactively with their client portfolio to optimize and expand adoption of the clients’ Visa product portfolio, enable new capabilities, support geographic expansion, identify Visa product and service sales opportunities whilst helping the client say up to date on Visa rules, mandates and regulatory requirements
  • Perform with a high level of professionalism, leadership and interpersonal skills to manage relationships with a variety of 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 Visa’s clients to maximize their benefits realization and value from Visa products through optimizing their performance in both the face to face and card not present environment
  • 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
  • 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 within a team focused on our strategic and digital partners, located in the Europe region and will be part of the European Client Success team. You will be part of a team who is spread across Europe and rich in a diverse set of nationalities, skills, experience and tenure, providing a very inspiring community to worth within.

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

• This is a role that will focus on our valuable Payment Wallet clients and thus the ideal candidate will also bring a strong technical aptitude to be able to align across the complex solution landscape at these clients and their critical integration points into Visa and associated clients in the payments ecosystem.

• Knowledge and experience within the payments wallet domain as well as exposure and experience in a Cloud infrastructure environment will be a huge benefit to this role.

• Prior experience in a customer success, customer services role in financial services, payment cards, software or information services industries.

• Excellent verbal, written, presentation and interpersonal skills are required.

• In-depth knowledge of the payment industry (i.e., trends, threats, competitors, regulatory environments)

• Analytical skills to extract and synthesize relevant data into business solutions and provide sound analysis

• Able to communicate complex technical terms and processes in business language tailored to the client’s environment and use cases

• Must be a self-starter, able to achieve results as part of an effective team (across countries and time zones) and execute with minimal supervision

• Able to effectively prioritize and multi-task under deadlines and also as part of their day to day tasks to allow for growth and learning

• Good project planning and project management capability and experience is an added advantage

• Experience representing technical and business issues and solutions to influence audiences at multiple levels of an organization, including executives, in support of strategic business plans

• Experience in presenting to multiple stakeholders (internal and external) at different levels

• Experience using data points to create storyline within the context of client use cases will also be advantageous

• Certifications or qualifications in Customer Success, project management or related areas of practice and expertise is a strong advantage

• Fluent in English and any other European language is advantageous

• Intermediate to expert proficiency in the following skills in the following areas,

- Building client relationships - Build credibility and create trust-based relations and partner with clients to build their business alongside strong expectation management to encourage clients to leverage all of Visa support tools and processes and teams

- Customer centricity - Listen to and prioritize customer needs to drive value realization and build trusted partnerships whilst being confident in their client relationship to set expectations and also hold clients accountable for their adherence to Visa standards and rules

- Success planning - Build measurable actions plans to help clients achieve their business goals and realize value from their products, solutions driven against the objectives that matter most to the clients

- Client engagement - Communicate clearly and effectively with clients with relevant data points and within the context of the client’s user stories

- Proactiveness - Think ahead and take action to prevent issues and anticipate gains and opportunities for the client, and plan ahead collectively against client’s overall plans and timelines

- Critical thinking - Take ownership over problems and find creative solutions to complex problems encouraging automation and simplicity of process as far as possible



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.

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