Consultant, Client Success

Visa; Highlands Ranch, Site (CO, AZ); Hybrid; USD 99,000 - 163,000; Full time

Job summary

Join a purpose-driven industry leader at the forefront of payment technology. This exciting role as a Consultant, Shared Service Client Success Manager, offers the opportunity to engage with key clients, optimizing their experience and driving product adoption. You'll leverage your technical expertise to resolve complex issues and enhance client performance, all while collaborating with cross-functional teams. Be part of a dynamic environment where your contributions will make a significant impact on clients' success and satisfaction. If you're a self-starter with a passion for technology and client relations, this role is perfect for you.

Benefits

Health Insurance

Retirement Plans

Paid Time Off

Wellness Programs

Qualifications

• 5+ years experience in technical support or web development.
• Strong understanding of payment systems and eCommerce.

Responsibilities

• Drive client adoption of Money Movement products and tools.
• Manage escalated technical problems and support clients.

Skills

Technical Support

Client Relationship Management

Problem Solving

Communication Skills

Critical Thinking

Education

Bachelor's in Computer Science

Advanced Degree in Related Field

Tools

MS Dynamics

Splunk

Job description

Company Description

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 Consultant, Shared Service Client Success Manager is a client-facing, individual contributor role serving as a Money Movement subject matter expert. The Consultant enables new client capabilities, promotes product adoption, and optimizes client performance. The role requires a high level of technical proficiency to support clients with complex problems and optimization opportunities.

This role is an exciting opportunity to be at the forefront of Visa's Client Success transformation by partnering with key Visa clients to maximize their benefits from Visa products through performance optimization. Working with Account Team members from Client Services, Sales, and Product, you will proactively drive Client Success outcomes aligned with Visa's business goals.

The individual will also drive client adoption of Visa products, including automated tools and capabilities to enhance the client experience and generate value. This role requires a solution-oriented thinker who can recommend feasible optimization opportunities to improve the overall product and client experience. The individual will handle escalated support requests, collaborating with internal and external teams.

This position is based in North America, reports to the Director of Shared Services, Client Success Manager, and serves as a functional specialist.

Shared Services Client Success Management provides operational, technical, and post-launch support to Visa Clients using Money Movement products and services, including Visa Direct and B2B Connect. The team helps clients resolve issues and drive improvements.

Essential Functions:

• Provide subject matter and technical expertise, assist with operational queries.
• Manage and troubleshoot escalated technical problems, liaising with Product Development, Management, or Operations teams.
• Establish relationships with Client Services and cross-functional teams to optimize client performance.
• Build trusted partnerships with internal Account Teams, aligning on relationship strategies and opportunities.
• Educate clients on service enhancements and benefits.
• Identify operational opportunities to improve scalability, client experience, and efficiency.
• Support operational reviews with clients and stakeholders, tracking progress against metrics.
• Drive initiatives to increase client adoption of Money Movement products and self-service tools.
• Participate in Incident Management, partnering with Product and Tech teams to resolve issues, and communicate updates to stakeholders.
• Interpret NPS scores to assess satisfaction, incorporate feedback, and improve service.
• Stay current with payment trends, Visa solutions, and technologies to enhance client experience and identify sales opportunities.

Key Knowledge Domains:

• Credit card payments and payment systems
• eCommerce industry
• Web technologies and systems
• REST APIs

This is a hybrid role. Work location expectations will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• 5+ years relevant experience with a Bachelor's degree, or 2+ years with an advanced degree, or 0 years with a PhD.

Preferred Qualifications:

• 6+ years experience with a Bachelor's degree, or 4+ years with an advanced degree, or up to 3 years with a PhD.
• 7+ years in technical support, software, or web development.
• Bachelor's in Computer Science or related field.
• Fluent in English.
• Experience with e-commerce platforms, payment processing, or gateways.
• Ability to communicate complex technical info in business language.
• Self-starter, effective team player.
• Ability to prioritize and multitask under deadlines.
• Experience presenting technical/business issues to varied audiences.
• Knowledge of the payment industry trends and regulations.
• Certifications in Client/Customer Success, project management, or related fields.
• Understanding of Web Security (SSL, HTTPS, Hash algorithms, SQL).
• Experience with CRM tools like MS Dynamics.
• Familiarity with Splunk or similar tools.
• Proficiency in building client relationships, customer-centricity, engagement, proactiveness, critical thinking, and technical skills.

Additional Information

Work Hours: Varies by department needs.

Travel: 5-10% travel required.

Physical/Mental Requirements: Office setting, sitting/standing at desk, communication, standard office equipment use.

Visa is an EEO employer. Qualified applicants will be considered regardless of race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status. Visa also considers applicants with criminal histories per EEOC guidelines and local laws.

U.S. Applicants: Salary range is $99,700 - $162,600 annually, potentially including incentives, bonuses, and equity. Benefits include health, retirement, insurance, paid time off, and wellness programs.