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 will 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.

We’re looking for a Client Success Senior Consultant to lead Client Services operational engagement for Visa’s European clients. In this individual-contributor role, you’ll act as a technical and operational consultant for Visa Money Movement solutions, including Visa Direct, driving growth, performance, and optimised delivery for a diverse set of clients. You will manage the operational side of key client relationships, identify the right services and capabilities to support their objectives, and represent client needs internally across business, product, and technology teams. This role requires strong execution skills, technical aptitude, analytical capability, and the confidence to engage senior stakeholders with clear, executive-level communication.

As the face of Visa’s support organisation, you’ll work with financial institutions, fintechs, third-party enablers, corporates, and government entities, partnering closely to help them realise maximum value from Visa’s push-payment capabilities. You will also develop into a subject-matter expert, guiding cross-functional teams on operational and technical best practices. Visa Direct enables global real-time push payments for use cases such as P2P transfers, gig-economy payouts, insurance disbursements, and more, serving a market estimated at over $80 trillion in payment volume worldwide. This is a unique opportunity to influence how major ecosystem players leverage Visa’s next-generation money movement products.

Responsibilities

• Provide high value customer service support on day-to-day items to Visa Clients and internal staff to ensure customer expectations are exceeded, be the voice of the client.
• Foster and sustain trusted partnerships with internal Account Team members by aligning on the forward-looking relationship strategy and optimisation opportunities and executing against Client Success Plans.
• Support, and may oversee, implementation of new Visa products purchased by Clients by coordinating key Client and Visa teams to expedite implementation readiness activities and steer Client toward faster time to value and maximised adoption of deployed products.
• Identify and generate leads, drive growth initiatives, and implement opportunities to improve the client experience by data-driven optimisation and streamlining of operational processes.
• Develop and manage operational initiatives, special projects and client-driven continuous improvement plans.
• Act as liaison and escalation point for the client.
• Provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
• Coordinate internal resources to accomplish Visa and client objectives, accelerating time to revenue.
• Participate in cross-functional customer service delivery initiatives across clients and Visa internal teams.
• Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa.
• Proactively notify clients regarding any widespread or business critical problems with the application, and lead internal and external recovery efforts of product, and processing service interruptions.
• Engage Technology and Product organisations to regularly review and identify permanent solutions to frequently encountered operational issues.
• Educate and train clients on best practices, increase adoption for Visa Money Movement Solutions products.
• Represent difficult and mildly complex customer change requests, system or operational requirements, and negotiate and manage expectations internally and externally.

Qualifications

• Experience with roles in Support, Pre-sales and Project Management in the financial services, payment industry, software or information services is required.
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions.
• Self-motivated with the ability to work under pressure.
• Stakeholder management with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit and proven abilities in organisational, conceptual, and logical problem solving.
• Superior interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels.
• Demonstrated ability to articulate complex technical terms or processes into business language.
• Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
• Excellent time management, organisation, and planning skills.
• Excellent verbal, written, presentation and interpersonal skills are required.

What will also help

• A preferred candidate would have a broad operational experience relating to remittance and money movement solutions, SWIFT and domestic ACH standards, as well as working knowledge related to clearing, client connectivity, and settlement.
• Additionally, knowledge of card issuing and acquiring solutions would be beneficial.
• You should be able to relate operational needs of the client to their business drivers.
• They would be committed to excelling with partners, with a record of accomplishment in understanding, anticipating and delivering the client’s needs.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, colour, 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.