Sr. Consultant, Client Success (Travel Vertical)

Visa; Toronto; Hybrid; CAD 70,000 - 110,000; Full time

Job summary

An established industry player seeks a Sr. Consultant in Client Success to enhance client relationships and optimize product use. This role is pivotal in driving client success through strategic implementation and support, particularly in the travel sector. You will collaborate with key stakeholders, ensuring clients realize the full value of Visa's offerings while navigating industry trends. Join a dynamic team dedicated to innovation and client satisfaction, where your expertise will shape the future of client engagement and success.

Qualifications

• 8+ years of experience in client success or related fields.
• Experience in the travel industry is preferred.

Responsibilities

• Oversee implementation of Visa products for clients.
• Build and sustain trusted relationships with clients.
• Drive initiatives to improve client product adoption.

Skills

Client Relationship Management

Analytical Skills

Proactiveness

Communication Skills

Critical Thinking

Education

Bachelor's Degree

Advanced Degree (MBA, JD, etc.)

Job description

Sr. Consultant, Client Success (Travel Vertical)

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Sr. Consultant, Client Success (Travel Vertical)

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Join to apply for the Sr. Consultant, Client Success (Travel Vertical) role at Visa

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.

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

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 North America and reporting to the Director of Customer Success for Merchants. This team is a proactive organization that identifies pain points to generate both optimization initiatives and sales leads, ensures post-sales support, and builds strong partnerships with the top merchants. Additionally, the role involves continuously monitoring industry trends to identify opportunities within the business vertical, ensuring the optimal performance of payments and that our strategies remain cutting-edge and responsive to market demands.

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 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.
  
  

• 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.
  
  

Additional Responsibilities for Travel (Airlines, Online Travel, Cruises, Car Rentals and Lodging):

• Leverage deep understanding of the travel industry, including airlines, online travel agencies, cruises, car rentals and lodging, to identify and address client pain points specific to these sectors.
  
  

• Provide insights and best practices on travel industry trends to help clients optimize their payment processes and enhance customer experiences.
  
  

• Collaborate with clients to implement travel-specific payment solutions that drive bookings and improve payment acceptance in travel environments.
  
  

• Develop strategies to support clients in navigating the unique challenges of the travel industry, including dynamic pricing, fraud prevention, and customer loyalty programs.
  
  

• Stay informed about the latest travel technologies and innovations to provide clients with cutting-edge solutions.
  
  

This is a hybrid position. Expectation of days in office 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 working with clients in the travel industry, including airlines, online travel agencies, car rentals, cruises, and lodging.
• Knowledge of payment solutions and technologies specific to the travel industry.
• Proven track record of driving success for clients in the travel sectors.
• Analytical skills to extract and synthesize relevant 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 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
• In-depth knowledge of the payment industry (i.e., trends, threats, competitors, regulatory environments)
• Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise.

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
  
  

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.

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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

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