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Senior Consultant, Client Success

United States, Virginia, Ashburn
September 06, 2022
Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

Position can be filled in Atlanta, Miami or Ashburn Visa office

Visa Business Solutions - Client Service Delivery (VBS-CSD) provides industry-leading implementation services and operational support to Visa's B2B clients around the world. With our deep knowledge and expertise, we are a key internal partner to Sales, Product and Technology teams bringing the voice of the client into the design, development and successful deployment of Visa products and solutions. As a part of the Client Services organization, this team provides support to financial institutions, fintech partners and their corporate clients who utilize a suite of Visa Business Solutions (VBS) products. Areas of focus include B2B (virtual and card-based) payments, expense management, travel solutions, data solutions, and reporting.

The Sr Account Manager is an individual contributor role responsible for being the primary operational contact for a global Financial Institution in the Online Travel Agency space. This individual will be a global coordinator, developing structure and process to guide colleagues in all regional markets. This is a customer facing role and this person will work as the global technical leader, to include educating and consulting on the bi-annual Business Enhancement Release. The individual will have accountability for end-to-end client delivery and operations for the client and provide program management and leadership across several parallel and global strategic initiatives aimed at growing the Online Travel Agency business. This individual will also serve as the primary escalation contact. As this is an operational role, success in this role will be measured in increasing operational efficiencies, establishing productive client relationships, and effectively consulting and problem solving for Visa products and solutions.

Key Responsibilities:

  • Be the primary global Account Manager to represent Visa to the key operational stakeholders within the client's business.
  • Provide day-to-day operations and product support, back-office support and customer performance reporting. Manage Business Enhancement Releases for the customer.
  • Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy. Ensure team advocates for client needs with internal stakeholder organizations
  • Be the technical / functional expert for Visa Business Solutions products to best inform, educate, and consult with clients
  • Act as an advocate for the client, providing problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
  • Offer operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner
  • Provide insight and input within cross-functional Visa organizations for new or changing products and services that may impact their clients, including product release education
  • Stay current with industry and client trends and maintain a strong knowledge of Visa products and services.
  • Represent complex, customer change requests, system or operational requirements, negotiate and manage expectations internally and externally.
  • Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans.
  • Identify and analyse 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.
  • Partner with assigned Account Executives to identify additional business opportunities, proactively identify operational opportunities and implement recommendations to increase service quality and efficiency.
  • As needed, participate in sales and strategic sessions with potential clients to speak to the technical components of Visa Business Solutions and the value of Client Services
  • Perform ongoing proactive operational reviews with client, such as monthly and quarterly business reviews

This is a hybrid position. Hybrid employees can alternate time between
both home and office. Employees in hybrid roles are expected to work from the office two days a week, Monday and Tuesdays. Wednesdays are designated as in-office collaboration days. The third day in the office will be decided based on team needs and determined in partnership with senior leadership.


Basic Qualifications:

  • 8 or more years of relevant work experience with a Bachelor's 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's 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
  • Significant experience in a customer support role in financial services, payment card, software or information services.
  • 5-7 years equivalent experience in financial services or payments.
  • Excellent verbal, written, presentation and interpersonal skills are required.
  • Must have a good working knowledge of payments network and processing services, knowledge of Online Travel Payments and virtual payments solutions is a plus
  • Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
  • Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
  • Ability to set priorities and manage customer expectations. Work both as part of a team and independently.
  • Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
  • Demonstrate ability to work in a complex organization to determine business and customer needs,
  • providing the best solution to meet those needs.
  • Working knowledge of Microsoft Office.
Additional Information

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

Authorization to work in the U.S. is a precondition of employment for this position. Visa will not sponsor applicants for work visas in connection with this position.

Work Hours:Varies upon the needs of the department.

Travel Requirements:This position requires travel5-10% of the time.

Mental/Physical Requirements:This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.