Senior Consultant Client Success

You will be an individual contributor responsible for owning the overall post-sale Client Services relationship for applicable clients (issuers, acquirers, processors, enablers, fintechs, wallet providers and merchants) providing operational and optimization 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.

You will 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. The role requires 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. You 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 Vienna and reporting to the Head of Client Services Central Europe. The role will be a member of the wider Client Success Management Team in Central Europe and focus on Visa's clients in Austria.

Responsibilities include:

• 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 trusted 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.
• Drive and deliver initiatives to improve client adoption of products and use of Visa’s self-service tools.
• Stay current with the latest local market trends, payment processing trends, Visa solutions and technologies to provide a great Client experience and generate new sales leads as solutions to identified client pain points.
• Establish working relationships with Client Services teams and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.
• Close alignment and engagement with sales account teams on driving the objectives and targets for the client, in line with client success outcomes, and ensuring early engagement to secure client’s earliest return on investment
• Develop/ contribute to 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.
• Lead periodic operational reviews with clients and Visa stakeholders at market/ regional or global level (as applicable).
• 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 performance and liaising with specialist Visa teams as needed.
• As applicable, coordinate with global, regional and/or in-market Client Success team members to maintain a continuous 360-degree view of the Client and deliver a consistent operational relationship experience.
• Deliver Operational Resilience Support - 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).

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.