Senior Consultant, Client Success

Overview

In this role you drive post-sale client success for Visa’s clients, aligning with cross-functional teams to maximize value from Visa products. You advocate for clients, optimize adoption, and support geographic expansion while staying current on regulations. You’ll work with Sales and Product to deliver a scalable client success model and lead strategic initiatives in both face-to-face and card-not-present environments. This is a pivotal role in Visa’s Client Success transformation in the UK&I, offering impact at scale.

Responsibilities

• Oversee implementation and readiness for new Visa products to maximize adoption and time-to-value
• Build and maintain trusted client advocate status through proactive Client Success Plans
• Drive adoption and use of Visa self-service tools and solutions
• Stay informed on market trends, payments technologies, and Visa solutions to identify new sales opportunities
• Coordinate with cross-functional teams to resolve complex client issues and optimize performance
• Collaborate with Sales and Product to align on client objectives and secure early ROI
• Develop client education materials and webinars to communicate policies and changes
• Lead periodic operational reviews with clients and Visa stakeholders
• Serve as escalation point for major incidents and crisis responses
• Coordinate with global/regional teams to maintain a 360-degree client view and consistent operational experience
• Support crisis communications and maintain ongoing client engagement during events
• Identify and pursue opportunities to optimize client performance using data and Visa teams
• Contribute to client success measurements and governance aligned with market strategies
• Deliver and refine client support strategies, including automation tools
• Lead and participate in client training to ensure readiness and compliance

Key requirements

• 8+ years of relevant work experience with a Bachelor’s Degree or 5+ years with an Advanced Degree, or 11+ years of relevant work experience
• Experience in customer success or customer services in financial services, payment cards, software or information services
• Excellent verbal, written, presentation and interpersonal skills
• In-depth knowledge of the payment industry, including trends, threats, and regulatory environments
• Analytical skills to synthesize data into business solutions and present it clearly
• Ability to communicate complex technical terms in business language for clients
• Self-starter with the ability to work across countries and time zones with minimal supervision
• Strong prioritization and multi-tasking abilities under deadlines
• Project planning and management experience; familiarity is a plus
• Experience presenting technical/business issues to executives to influence decisions
• Data storytelling using client use cases is advantageous
• Certifications in Client Success, project management or related fields are a plus

• Relationship-building
• Customer centricity
• Proactiveness
• Customer success
• Project management
• Data analysis and storytelling

…