Azure Cloud Sales Specialist

SoftwareOne; Saint-Ouen-sur-Seine; Sur place; EUR 50 000 - 90 000; Plein temps

Résumé du poste

Une entreprise innovante recherche un Senior Consultant Client Success Manager pour gérer les relations clients et optimiser l'adoption des produits Visa. Ce rôle implique de travailler en étroite collaboration avec les clients pour maximiser leur valeur et leur performance, tout en assurant la conformité avec les normes Visa. Le candidat idéal aura une solide expérience en gestion de la relation client, d'excellentes compétences en communication et une capacité à analyser des données pour fournir des solutions commerciales. Rejoignez une équipe dynamique et contribuez à transformer la réussite client dans le secteur des paiements.

Qualifications

• Expérience dans un rôle de succès client dans les services financiers ou les cartes de paiement.
• Capacité à communiquer des termes techniques complexes dans un langage commercial.

Responsabilités

• Gérer la relation client pour optimiser l'adoption des produits Visa.
• Définir et déployer des stratégies de support client et d'implémentation.

Connaissances

Gestion de la relation client

Compétences analytiques

Communication

Planification de projet

Proactivité

Pensée critique

Formation

Certifications en gestion de la relation client

Qualifications en gestion de projet

Outils

Abinitio

Analyse commerciale

Analyse des données

Description du poste

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Description de poste

The Senior Consultant Client Success Manager is an individual contributor responsible for owning the overall postsale Client Services relationship for applicable clients (merchants) providing operational and optimisation solutions in support of growing our clients businesses and achieving their strategic growth priorities by achieving the highest value and impact from Visa's products and services.

You will be a trusted client advocate and work proactively with your client portfolio to optimize and expand adoption of the clients Visa product portfolio, enable new capabilities, support geographic expansion, and identify Visa product and service sales opportunities whilst helping the client stay up to date on Visa rules, mandates, and regulatory requirements.

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 Visa's clients to maximize their benefits realization and value from Visa products through optimizing their performance in both the face-to-face and card-not-present environment.

This role serves as a functional specialist located in Europe and focused on the French market but also works on clients across Europe (as relevant) and reports to the French Belgium Luxembourg (FBL) Client Services Lead.

Responsibilities include:

• The Sr Consultant CSM for Merchants will be considered the functional expert for their clients' processing and operational business. In addition, the key responsibilities outlined below for this role as part of the FBL Client Services Client Success team.
• 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.
• Work in conjunction with Account Team members from Sales and Product to proactively drive Client Success outcomes in alignment with Visa's business agenda as detailed in the Sales Account Plan.
• Engage with the relevant Acquirer entities and their assigned CSMs and expected to work across the stakeholders driving outcomes for their assigned merchants so all parties remain compliant with Visa standards and rules whilst optimizing their outputs from the Visa products and services.
• Take ownership & accountability for the overall client services experience for a set of assigned Merchants across Europe to develop and maintain strong relationships with merchants acting as their primary point of contact for all Visa-related inquiries and support.
• Liaise and collaborate across Visa to ensure their clients' needs are understood.
• Coordinate, communicate, and govern client readiness for mandates, enterprise, and market initiatives including but not exclusive to Business Enhancements and with a particular focus on where mandates apply to acquirers that merchants also need to act upon to ensure the collective Visa ecosystem is aligned and within compliance.
• Provide insight and input within cross-functional Visa organizations for new or changing products and services which may impact their clients including Visa rules and transaction research.
• Act as liaison for the client providing problem management, proactive identification of processing efficiencies, service change support, and system enhancement support. Noting that often for merchants this will require alignment with acquirers and to reach across the ecosystem and market that merchants may need to drive.
• Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner whilst managing costs and increasing overall transaction performance (including authorization usage, clearing & settlement, back-office processing) and then providing insights and recommendations for improvement.
• Represent complex customer change requests, system or operational requirements, negotiate and manage expectations internally and externally.
• Gather feedback from merchants and collaborate with internal teams to enhance Visa's offerings and address any gaps.
• 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.
• 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.
• Provide training and ongoing support to merchants helping them maximize the use of Visa's products and services.
• Develop/contribute to 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.
• Partner with merchant sales, product, and business development teams to identify additional business opportunities.
• Perform ongoing proactive operational reviews with clients to include billing and transaction processing identifying and discussing opportunities to make improvements including the preparation of regular reports on merchant performance, satisfaction, and any issues sharing insights with relevant stakeholders.
• Crisis management: To disseminate approved Corporate Communications messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event coordinating and escalating queries where appropriate (as per agreed Crisis Management Plan).
• 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.
• Lead periodic operational reviews with clients and Visa stakeholders at market, regional, or global level (as applicable).
• 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 performance 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.
• Delivering Operational Resilience Support to disseminate approved Corporate Communications messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event coordinating and escalating queries where appropriate (as per agreed Crisis Management Plan).

Qualifications:

• Experience in a customer success or customer services role in financial services, payment cards, software, or information services industries.
• Excellent verbal, written, presentation, and interpersonal skills are required.
• In-depth knowledge of the payment and ideally retail industry with understanding of regulatory requirements for payments.
• Analytical skills to extract and synthesize relevant data into business solutions and provide sound analysis.
• Able to communicate complex technical terms and processes in business language tailored to client environment.
• Self-starter able to achieve results as part of an effective team (across countries and time zones) and execute with minimal supervision.
• Able to effectively prioritize and multitask under deadlines.
• Good project planning and project management capability and experience is an added advantage.
• Experience representing technical and business issues and solutions to influence audiences at multiple levels of an organization including executives in support of strategic business plans.
• Experience using data points to create storyline within the context of client use cases will also be advantageous.
• Certifications or qualifications in Client and Customer Success, project management, or related areas of practice and expertise is a strong advantage.
• Fluent in both French and English.
• Intermediate to expert proficiency in the following skills:
• Building client relationships: Build credibility and create trust-based relations and partner with clients to build their business alongside strong expectation management to encourage clients to leverage all of Visa's support tools and processes and teams.
• Customer centricity: Listen to and prioritize customer needs to drive value realization and build trusted partnerships whilst being confident in their client relationship to set expectations and also hold clients accountable for their adherence to Visa standards and rules.
• Success planning: Build measurable action plans to help clients achieve their business goals and realize value from their products and solutions driven against the objectives that matter most to the clients.
• Client engagement: Communicate clearly and effectively with clients with relevant data points and within the context of the clients' user stories.
• Proactiveness: Think ahead and take action to prevent issues and anticipate gains and opportunities for the client and plan ahead collectively against clients' overall plans and timelines.
• Critical thinking: Take ownership over problems and find creative solutions to complex problems encouraging automation and simplicity of process as far as possible.

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.

Remote Work: Employment Type:

Full-time

Key Skills:

Abinitio, Business Analysis, Logistics & Procurement, Client Services, Business Analytics

Department / Functional Area: Customer Service

Experience: years

Vacancy: 1