Sr. Consultant, Client Success (Retail and Ecommerce Vertical)

Visa; Toronto; On-site; CAD 80,000 - 120,000; Full time

Job summary

Join a leading global payments technology company as a Sr. Consultant in Client Success, focusing on retail and eCommerce. In this pivotal role, you'll manage post-sale client relationships, ensuring they maximize their benefits from innovative payment solutions. Collaborate with cross-functional teams to drive product adoption and optimize client performance. With a strong emphasis on building trust and delivering exceptional service, you will play a crucial role in enhancing the client experience. This is an exciting opportunity to be part of a dynamic industry, where your contributions can significantly impact client success and satisfaction.

Qualifications

• 8+ years of experience in client management or 5+ years with an advanced degree.
• Strong analytical skills and ability to communicate complex concepts.

Responsibilities

• Oversee implementation of new Visa products and drive product adoption.
• Build trusted relationships with client stakeholders and monitor industry trends.
• Develop educational materials and conduct training for clients.

Skills

Building client relationships and trust

Customer-centric approach and success planning

Effective client engagement and proactive problem-solving

Critical thinking and ownership of complex issues

Education

Bachelor’s Degree

Master’s Degree or MBA

PhD

Job description

Sr. Consultant, Client Success (Retail and Ecommerce Vertical)

Join us to apply for the Sr. Consultant, Client Success (Retail and Ecommerce Vertical) role at Visa.

Visa is a global leader in payments and technology, processing over 259 billion transactions annually across more than 200 countries and territories. Our mission is to connect the world through innovative, secure, and reliable payments, enabling individuals, businesses, and economies to thrive. Join us and make an impact as part of a purpose-driven industry leader. Experience Life at Visa.

Job Description

The Sr. Consultant, Client Success is responsible for managing the post-sale client relationships and providing operational solutions to support client growth. This role acts as a trusted advocate for clients, working proactively to enable new capabilities, manage geographic expansion, and promote product adoption. It requires professionalism, leadership, and strong interpersonal skills to manage relationships with internal teams and clients.

As part of Visa's Client Success transformation, you'll partner with key clients to maximize their benefits from Visa products through optimizing performance. Collaborating with Sales and Product teams, you'll drive Client Success outcomes aligned with business goals, and develop strategies to enhance client support and service delivery using automated tools and capabilities.

This position is based in North America, reporting to the Director of Customer Success for Merchants, and involves building strong partnerships with top merchants, monitoring industry trends, and ensuring optimal payment performance.

Responsibilities

• Oversee implementation of new Visa products, coordinating with clients and internal teams for quick deployment and adoption.
• Understand and align with clients’ operational goals and success metrics.
• Build trusted relationships with client stakeholders through proactive management and success planning.
• Drive initiatives to improve product adoption and utilization of Visa’s self-service tools.
• Stay informed on market and industry trends to provide innovative solutions and generate new sales leads.
• Collaborate with cross-functional teams to resolve complex client issues and optimize performance.
• Develop educational materials and conduct training to ensure client readiness and compliance.
• Lead operational reviews and act as escalation point for major issues.
• Support cross-functional initiatives to improve the client experience through automation and process improvements.
• Monitor client health, identify optimization opportunities, and coordinate with global teams for a seamless client experience.

Additional Responsibilities for Retail and eCommerce

• Leverage industry knowledge to address client pain points specific to retail and eCommerce sectors.
• Provide insights on industry trends to help clients optimize payment processes and customer experience.
• Assist clients in implementing eCommerce solutions to enhance online sales.
• Develop strategies to navigate challenges like omnichannel integration, fraud prevention, and loyalty programs.
• Stay updated on retail and eCommerce innovations to offer cutting-edge solutions.

Qualifications

Basic Qualification

• 8+ years of relevant experience with a Bachelor’s Degree, or 5+ years with an advanced degree (e.g., Master’s, MBA), or 2+ years with a PhD.

Preferred Qualifications

• Experience with retail and eCommerce clients.
• Knowledge of retail and eCommerce payment solutions.
• Proven success in client management within retail/eCommerce sectors.
• Strong analytical skills and ability to communicate complex concepts clearly.
• Self-motivated team player with excellent prioritization skills.
• Experience presenting technical solutions to diverse audiences, including executives.
• Deep understanding of payment industry trends, threats, and regulations.
• Relevant certifications in client success or project management are a plus.

Skills

• Building client relationships and trust.
• Customer-centric approach and success planning.
• Effective client engagement and proactive problem-solving.
• Critical thinking and ownership of complex issues.

Additional Information

Visa is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status. Accommodations are available upon request for candidates with disabilities.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Customer Service
• Industries: IT Services and IT Consulting