Consultant Client Success Portuguese Speaking

Visa; Johannesburg; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

An established industry player is seeking a Consultant for Client Success to enhance client relations and drive product adoption. This role involves collaborating with clients to optimize their use of Visa products, ensuring they achieve their business goals. The ideal candidate will possess strong analytical and communication skills, with a focus on building trust-based relationships. This hybrid position allows flexibility between remote and office work, providing an exciting opportunity to be at the forefront of client success initiatives. Join a team dedicated to maximizing client value and driving innovation in the payment processing industry.

Qualifications

• Strong analytical skills to summarize data into actionable business solutions.
• Ability to communicate complex technical terms in business language.

Responsibilities

• Support implementation of new Visa products and ensure client operational goals are met.
• Build and sustain client advocate status with key stakeholders.

Skills

Analytical skills

Communication skills

Self-starter

Prioritization and multitasking

Client relationship building

Customer-centric approach

Success planning

Critical thinking

Education

Certifications in Client/Customer Success

Project management qualifications

Tools

Microsoft Office (Excel, PowerPoint, Word)

Job description

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

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 Johannesburg and reporting to Tracy Bolton, VP for CS SSA.

Responsibilities include:

• Support and/or 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 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.
• Participate in the design and delivery of initiatives to improve client adoption of products and use of Visa's self-tools.
• Stay current with the latest payment processing trends, Visa solutions, and technologies to provide a good 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.
• Support development of 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.
• Support and/or 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.
• Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site) with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications:

• Analytical skills to prepare and summarize data into business solutions and provide sound analysis.
• Able to communicate complex technical terms and/or processes in business language tailored to the client.
• Self-starter able to achieve results as part of an effective team (across countries and time zones).
• Able to effectively prioritize and multitask under deadlines.
• Experience using standard Microsoft Office tools (e.g., Excel, PowerPoint, Word).
• Experience representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization.
• 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.

Basic to 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 action 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.

Remote Work: Employment Type:

Key Skills:

Customer Service, Client Expectations, Client Requirements, Client Support, Action Plans, Issue Resolution, Account Management, Client Relationships, Service Delivery, Client Service, Client Satisfaction, Client Management, Procedures, Service Level Agreements, New Clients.

Department / Functional Area: Customer Service