Visa Looking for Sr. Consultant, Client Success at Toronto, Ontario, Canada Full Time

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

NA Client Success works with global acquirers, processors, GSPs and merchants headquartered in North America to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, operational account planning, back-office support, and customer performance reporting. The Sr. Consultant, Client Success is an individual contributor responsible for supporting North America headquartered global clients. This role requires fluency in French, knowledge of industry best practices, client-facing technical consulting experience, and calls for deep collaboration and partnership with cross-functional leadership across Client Services, Sales, Product, and Technology. The candidate must demonstrate payments industry knowledge and knowledge of Visas capabilities to solve complex problems and take a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.

Accountabilities

• Be the primary North America regional Client Success Manager to represent Visa to the key operational stakeholders within the client’s business.
• Provide day-to-day operations and product support, back-office support, and customer performance reporting. Manage Business Enhancement & Platform Releases for their clients.
• Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy. Ensure team advocates for client needs with internal stakeholder organizations
• Be the technical / functional expert for Visa Business Solutions products to best inform, educate, and consult with clients
• Act as an advocate for their clients, providing problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
• Offer operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner
• Provide insight and input within cross-functional Visa organizations for new or changing products and services that may impact their clients, including product release education
• Stay current with industry and client trends and maintain a strong knowledge of Visa products and services.
• Represent complex, customer change requests, system, or operational requirements, negotiate and manage expectations internally and externally.
• Develop and manage strategic planning, operational initiatives, special projects, and client-driven continuous improvement plans.
• Identify and analyze processing issues with client impacts, consistently communicate situational status and resolution, advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
• Partner with assigned Account Executives to identify additional business opportunities, proactively identify operational opportunities and implement recommendations to increase service quality and efficiency.
• As needed, participate in sales and strategic sessions with potential clients to speak to the technical components of Visa Business Solutions and the value of Client Services
• Perform ongoing proactive operational reviews with client, such as monthly and quarterly business reviews

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

Basic Qualifications

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
• An Advanced Degree (e.g., Masters, MBA, JD, MD, or PhD).
• Fluent in French

Preferred Qualifications

• 9 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
• 8 years of successful experience in with Client facing accountability in the Payments industry
• Demonstrated strategic ability to solve complex global cross-functional issues exercising critical thinking and sound judgment
• Functional experience in bankcard operations, supporting highly complex clients and/or services
• Demonstrated ability to strategically lead cross functional teams through high impact complex business issues that do not have precedent
• Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at senior and executive management levels
• Working knowledge of payment systems including authorization & clearing systems, client connectivity, and settlement services
• In-depth knowledge of payments network and processing services
• In-depth knowledge of Client business drivers for their operations and processing businesses
• Transaction processing
• Excellent knowledge of key technical specialties supported
• Demonstrated experience with technical and/or sales account management
• Demonstrated success with clients through strategic and consultative approach leveraging analytical tools and processes
• Leader and thought partner on cross-functional crisis management team as needed, often through crisis that has no precedent
• Oversees the development of strategies and programs and action plans, aligning efforts of the Client Support organization with other key Visa stakeholders
• Establish and fosters relationships with Client and internal stakeholders at all levels of staff and senior management
• Develops and ensures execution of support strategies to support Client Sales in sales efforts, setting service standards as required for the implementation and support of market specific products and services

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.