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 Senior Consultant, Client Success, for Vietnam does at Visa:
As a Client Success Senior Consultant based in Vietnam, you will be leading Client Services operational engagement for Visa clients in Vietnam, serving as an operational/technical consultant for Visa Government Solutions, Commercial and Money Movement Solutions teams. This is an individual contributor role working independently under limited supervision and requires strong execution, technical knowledge, analytical skills, and relationship management with key internal stakeholders and clients.
The Senior Consultant is the face of Visa’s support organization to Visa’s clients, which can include FIs, Fintech, Third Party Enablers, Corporates, Government Entities, NGOs, SMBs, and GovTech players, and represents these clients internally to business, product and technology teams. You will need to have a strong collaborative mindset, strong technical aptitude along with executive level written and verbal communications skills. In addition to these skills, a Senior Consultant will need to have strong analytical skills and is required to become a technical knowledge expert to multi-functional business teams around them.
You will be accountable for supporting clients in Vietnam for all products relating to Visa Government Solutions, Commercial and Money Movement Solutions. This includes managing the operational side of the client relationship and identifying and enabling the right services and capabilities to drive growth and optimize the client relationship.
In this role, you are expected to:
- Provide high-value customer service support to Visa clients to ensure client expectations are exceeded and be the voice of the client.
- Serve as the primary liaison and single point of contact for non-traditional clients, including corporates, governments, NGOs, SMBs, and GovTech entities, where solutions require coordination across multiple Visa delivery teams. Responsibilities include problem management, proactive identification of processing efficiencies, and support for service changes and system enhancements.
- Support high priority and strategic programs, including those involving government entities and officials. This includes navigating bespoke operating models and providing tailored solutions that align with the unique needs and complexities of these engagements.
- Proactively notifies clients regarding any business critical problems with the solution and leads internal and external recovery efforts of product and/or processing service interruptions.
- Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support. Participate in cross-functional client service delivery initiatives across clients and Visa stakeholders.
- Coordinate internal resources to accomplish Visa and client objectives.
- Drive issue management and communications for critical matters affecting clients or Visa.
- Build and enhance strong working relationships with clients and internal stakeholders.
- Project manage and lead enablement activities for existing and new products introduced to the market, tapping on Global and Regional resources for execution.
- Engage Technology and Product organizations to regularly review and identify solutions to frequently encountered operational issues.
- Educate and train clients on best practices for Visa Government Solutions, Commercial and Money Movement Solutions.
- Represent client change requests, system or operational requirements; negotiate and manage expectations internally and externally.
- Identify and implement opportunities to improve the client experience by streamlining operational processes.
- Understand and support market strategies, develop and track account plans.
Why this is important to Visa:
The Senior Consultant is vital in helping Visa deliver against the operational needs of a key market, 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 in Vietnam by driving value to our clients through effective enablement and customer centric support.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
