Consultant - Client Success

The Consultant, Client Success is an individual contributor responsible for owning the holistic post-sale Client Services operational relationship for applicable clients and providing operational support and assistance in growing clients business. The Consultant is a trusted client advocate and works proactively with their client portfolio to enable new capabilities, manage geographic expansion, and promote product adoption.

This role is an exciting opportunity to be at the forefront of the Visa Client Success transformation by partnering closely with key Visa clients to maximize their benefits realization and value from Visa products through optimizing their performance. Working in conjunction with Account Team members from Sales and Product, you will proactively drive Client Success outcomes in alignment with the Visa business agenda as detailed in the Sales Account Plan. The individual 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 the Visa strategy.

This role serves as a functional specialist, located in Dubai, United Arab Emirates and reporting to the Head of Client Success for the GCC subregion. The Client Success team owns the client relationship on the Operational / Technical side. This specific role will focus on Visa Fintech clients in the GCC sub-region.

Responsibilities include:

• Support and/or 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 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 adoption and performance of Visa products purchased.
• Participate in the design and delivery of initiatives to improve client adoption of products and use of Visa self-tools.
• Stay current with the latest payment processing trends, Visa solutions and technologies to provide a good Client experience and generate new sales leads as solutions to identified client pain points.
• Establish working relationships with Client Services and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.
• Support development of 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.
• Support and/or lead periodic operational reviews with clients and Visa stakeholders.
• 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 health and liaising with specialist Visa teams as needed.

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

Qualifications

• Knowledge of the payment industry (i.e., Visanet processing, trends, threats, competitors, regulatory environments)
• Analytical skills to prepare and summarize data into business solutions and provide sound analysis
• Able to communicate complex technical terms and/or processes in business language tailored to client
• Self-starter able to achieve results as part of an effective team (across countries and time zones)
• Able to effectively prioritize and multi-task under deadlines
• Experience using standard Microsoft Office tools (e.g., Excel, PowerPoint, Word)
• Experience representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization
• Fluent in English, proficiency in Arabic will be considered advantageous
• Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise.
• Willing to travel frequently for client visits in other GCC countries.
• Basic to intermediate proficiency in the following skills:
• Building client relationships - Build credibility and create trust-based relations, partner with clients to build their business
• Becoming customer centric - Listen to and prioritize customer needs to drive value realization and build trusted partnerships
• Success planning - Build measurable actions plans to help clients achieve their business goals and realize value from their products/solutions
• Client engagement - Communicate clearly and effectively with clients
• Proactiveness - Think ahead and take action
• Critical thinking - Take ownership over problems and find creative solutions to complex problems