Consultant, Client Succes - VCS & B2B Travel

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.

Team Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

What the Client Success Consultant does at Visa:

As a Client Success Consultant based in Singapore, you will be leading Client Services operational engagement for commercial clients, serving as an operational and technical subject matter expert for Visa Commercial Solutions. This is an individual contributor role working independently under limited supervision and requires strong execution, technical knowledge, analytical skills, and relationship management with key stakeholders and clients.

The Consultant is the face of Visa’s support organization to Visa’s clients and represents these clients internally to business, product and technology teams. You will need to have a strong collaborative mindset, technical aptitude along with executive level written and oral communications skills. In addition to these skills, a Consultant will need to have strong analytical skills and is required to become a technical knowledge expert to multi-functional business teams around them. This includes managing the operational side of the client relationship and driving growth by enabling the right services. The role also has a focus on working with payment ecosystem partners to further improve B2B card acceptance across the market. This position will report to the CMS Client Success Director.

In this role, you are expected to:

• Provide high value customer service support on day-to-day items to ensure customer expectations are exceeded and be the voice of the client.
• Foster and sustain trusted partnerships with internal Account Team members by aligning on the forward-looking relationship strategy and optimization opportunities and executing against Client Success Plans
• Support, and may oversee, implementation of new Visa products purchased by Clients by coordinating key Client and Visa teams to expedite implementation readiness activities and steer Clients toward faster time to value and maximize adoption of deployed products.
• Identify and generate leads, drive growth initiatives, and implement opportunities to improve client experience by data-driven optimization and streamlining of operational processes.
• Develop and manage operational initiatives, special projects and client-driven continuous improvement plans.
• Act as liaison and escalation point for the client. Provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
• Coordinate internal resources to accomplish Visa and client objectives, accelerating time to revenue. Participate in cross functional customer service delivery initiatives across clients and Visa internal teams.
• Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa
• Proactively notify client regarding any widespread or business critical problems with the application, and leads internal and external recovery efforts of product, and processing service interruptions.
• Engage Technology and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues.
• Educate and train clients on best practices, increase adoption for Visa Commercial Solutions.
• Represent difficult and mildly complex customer change requests, system or operational requirements, and negotiate and manage expectations internally and externally

Why this is important to Visa

The Consultant is vital in helping Visa to deliver against the operational needs, allowing us to provide the right support and partnership that recognises client specific requirements. This role provides an excellent opportunity to grow Visa’s business within commercial solutions by driving value through effective enablement and customer centric support.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

What you will need:

We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:

• Bachelor’s Degree or equivalent qualification and minimum of 8 years of experience with roles in Support, Pre-sales and Project Management in the financial services, payment industry, software or information services is required
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions
• Previous B2B or commercial payment experience is desired
• Self-motivated with the ability to work under pressure
• Stakeholder management with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit and proven abilities in organizational, conceptual, and logical problem solving
• Superior interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels.
• Demonstrated ability to articulate complex technical terms or processes into business language
• Ability to set priorities and manage customer expectations, and work both as part of a team and independently
• Excellent time management, organization, and planning skills
• Excellent verbal, written, presentation and interpersonal skills are required

What will also help:

• A preferred candidate would have broad operational experience relating to card solutions (travel, virtual), and working knowledge of Visa systems including authorization and clearing systems, client connectivity, and Visa Settlement Services.
• They would be able to relate the operational needs of the client to their business drivers, and committed to excelling with partners, with a record of accomplishment in understanding, anticipating and delivering the client’s needs, experience in Online Travel Agency (OTA) business or with B2B Travel players will be an advantage. The ideal candidate would lead by example, taking accountability to organize across the company to deliver at the highest standard.

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.