Sr. Consultant, Client Success, Client Services Japan

Company Description

Visa is a world leader in payments and technology, with over 259 billion payment 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.

About the Team

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products and services globally, Client Services is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools.

We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

What does a Sr. Consultant, Client Success do at Visa

As a Senior Consultant supporting the Japan market, you will be leading Client Services operational and processing engagements as well as supporting Value-Added Services activities. In this role, you are expected to:

• Act as a primary point of contact for providing day-to-day operational support to clients.
• Establish and foster relationships with clients and internal stakeholders at all levels of staff and senior management.
• Be involved in VAS related activities from Client Success Manager perspective, which includes alignment with other Client Services functions. Need to co-work with other Client Success Managers as well.
• Lead complex cross-functional client service delivery initiatives and work towards achieving client and key stakeholder acceptance of deliverables.
• Understand key market/enterprise initiatives and be the consultant to the country team and clients to support the delivery and ensure readiness.
• Ability to support and resolve critical issues. Resolving such issues requires in-depth experience, crisis management abilities coupled with critical decision making aptitude which is expected for this role.
• Provide insight and input within cross-functional Visa organizations for new or changing products and services which may impact their clients, including Visa rules, integrated billing, and transaction research.
• Provide technical expertise to clients to structure effective programs.
• Serve as an escalation point for complex issues encountered by country team members.
• Train team members and backup team members.
• Manage non-routine, complex processing and change requests, as well as tactical and strategic client initiatives.
• Proactively partner with assigned Account Executives to identify additional business opportunities, drive VAS and implement recommendations to increase service quality, revenue, and efficiency.
• Build and enhance positive working relationships with key Visa client institutions, processors, and internal stakeholders.
• Act as liaison for the client: provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
• Coordinate internal resources to accomplish Visa / client objectives, and ensure processing system performance standards are met and that the client's perspective is represented within the organization.
• Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back-office processing).
• Stay current with industry and client trends and maintain a strong knowledge of Visa products and services.
• Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans.
• Support biannual business enhancements and all Visa mandates.
• Identify and analyze processing issues with client impacts: consistently communicate situational status and resolution.
• Requires the ability to collaborate closely with the country team to supplement client relationship building and form key relationships at high management level of banks, fintech companies and startups.
• Ability to deliver Visa technical workshops to varying levels of client knowledge on Visa Net and its core and ancillary services. To effectively simplify highly technical concepts to layman terms and be a market technical trainer is also crucial in this role.

Why is the Sr.…