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Senior Consultant, Client Success, Vietnam

Visa
Full-time
Remote

Company Description

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.

Job Description

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 Commercial and Money Movement 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 Senior Consultant is the face of Visa's support organization to Visa's clients and represent 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 oral communications skills. In addition to these skills, a Senior Consultant will need to have strong analytical skills and is required to become 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 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:

  • Project manage and lead enablement activities for existing and new products introduced to the market, tapping on Global and Regional resources for execution.

  • Report client project accomplishments and deliverables to management on weekly or monthly basis and consistently log project progress.

  • Provide high value customer service support on day-to-day items to Visa Clients and internal staff to ensure customer expectations are exceeded. Be the voice of the client.

  • 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 customer service delivery initiatives across clients and Visa internal teams.

  • Coordinate internal resources to accomplish Visa and client objectives.

  • Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa

  • Build and enhance positive working relationships with key clients and internal stakeholders.

  • Proactively notify clients regarding any widespread or business critical problems with the application, and leads internal and external recovery efforts of product and/or 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 for Visa Commercial and Money Movement Solutions products.

  • Represent difficult and mildly complex customer change requests, system or operational requirements. Negotiate and manage expectations internally and externally

  • Develop and manage operational initiatives, special projects and client-driven continuous improvement plans.

  • 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 to 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. 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.

Qualifications

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:

  • Strong communications skills in English and Vietnamese (both verbal and written) to support portfolio of clients from Vietnam.
  • Bachelor's Degree or equivalent qualification minimum of 10+ years of experience with roles in Project Management, Support, and Pre-sales in financial services, payment industry, software or information services is required
  • Ability to set priorities and manage customer expectations, and work both as part of a team and independently
  • 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
  • Self-motivated with the ability to work under pressure
  • Customer and business focus with proven ability to establish productive working relationships with staff and management at all levels. Demonstrated ability to articulate complex technical terms or processes into business language
  • Strong technical aptitude with the ability to absorb technical information and apply it to business solutions
  • Strong interpersonal skills and proven abilities in negotiating with and influencing clients and staff at the working level
  • 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 a broad operational experience relating to remittance, money movement, card and QR solutions and be able to relate the operational needs of the client to their business drivers. They would be committed to excelling with partners, with a record of accomplishment in understanding, anticipating and delivering the client's needs. The ideal candidate would lead by example, taking accountability to organize across the company to deliver at the highest standard.
  • Good experience with API project implementations and technology such as HTML, JSON, XML, SQL.

Additional Information

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.