Fintech Client Success Manager (Sr. Consultant Level)

Visa; Toronto; Hybrid; CAD 90,000 - 140,000; Full time

Job summary

Visa is seeking a Sr. Consultant, Client Success in Toronto, Canada, to own the post-sale client services relationship for designated clients and deliver operational solutions that maximize value from Visa products.

You will partner with Sales and Product, define client support strategies, and drive adoption while maintaining a high level of professionalism and collaboration across regions and time zones.

Qualifications

• 8+ years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree or 2 years with a PhD

Responsibilities

• Oversee the implementation of new Visa products for clients and coordinate cross-functional teams to accelerate value realization.
• Ensure client success metrics and adoption goals are understood across the Visa product landscape.
• Build and sustain a trusted client advocate status by executing forward-looking Client Success Plans with Account Teams.
• Drive initiatives to improve client adoption and usage of Visa self-service tools.
• Develop client education materials and lead trainings to communicate Visa rules and releases.
• Lead operational reviews with clients and Visa stakeholders and coordinate escalation when needed.

Job description

About Us

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.

About Us

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'll 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.

Job Description

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

This role serves as a functional specialist, located in Toronto, Canada and reporting to a Sr. Director. The role is for dedicated CSM support for a client located in Canada.

All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work.

Key Responsibilities

• 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 and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.
• Develop 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.
• 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.
• Showcase operational excellence by supporting cross-functional initiatives to improve the Client experience, incorporating automated solutions to drive efficiency and productivity.
• Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.
• 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

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

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

Preferred Qualifications

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Experience analyzing data and translating findings into actionable business recommendations.
• Experience in communicating complex technical terms and/or processes in business language tailored to client.
• Experience in achieving results as part of an effective team across countries and time zones.
• Experience in effectively prioritizing and multi-tasking under deadlines.
• Experience representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization, including executives, in support of strategic business plans.
• Experience in payment industry trends, threats, competitors, and regulatory environments.
• Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise.
• Experience in building client relationships, becoming customer centric, success planning, client engagement, proactiveness, and critical thinking.
• Experience in building credibility and creating trust-based relations; partnering with clients to build their business.
• Experience in listening to and prioritizing customer needs to drive value realization and build trusted partnerships.
• Experience in building measurable action plans to help clients achieve their business goals and realize value from their products/solutions.
• Experience in communicating clearly and effectively with clients.
• Experience in thinking ahead and taking action.
• Experience in taking ownership over problems and finding creative solutions to complex problems.

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.

Visa welcome and encourages application from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.