Sr. Consultant, Client Success - Jobs in Toronto

Job Description

Job DescriptionNA Client Success works with global acquirers, processors, GSPs and merchants headquartered in North America to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, operational account planning, back-office support, and customer performance reporting.The Sr. Consultant, Client Success is an individual contributor responsible for supporting North America headquartered global clients. This role requires fluency in French, knowledge of industry best practices, client-facing technical consulting experience, and calls for deep collaboration and partnership with cross-functional leadership across Client Services, Sales, Product, and Technology.The candidate must demonstrate payments industry knowledge and knowledge of Visas capabilities to solve complex problems and take a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations. Accountabilities

• Be the primary North America regional Client Success 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 Enhancementamp; Platform Releases for their clients.
• 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 their clients, 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 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.
• 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 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.