Technical Support Consultant, Client Success

Technical Support Consultant, Client Success

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 Client Success Consultant for Taiwan does at Visa:

As a Client Success Consultant based in Taipei, Taiwan, you will be leading Client Services operational engagement for Visa clients in Taiwan, serving as an operational and technical subject matter expert for Visa Commercial and Money Movement Solutions products. Commercial and Money Movement Solutions (CMS) is a key business pillar in Visa that leads money movement solutions and platforms for commercial clients – from micro, small and mid-sized companies to large corporations, government institutions and other payment enablers across their journey.

The 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, technical aptitude along with executive level written and oral communications skills. In addition to these skills, a 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 in managing the operational side of the client relationship and driving growth by enabling the right services and capabilities and optimize the need pillars.

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. This position will report into CMS Client Success Director.

In this role, you are expected to:

• Serve as a fully dedicated resource for a key client during the initial hypercare period (e.g., 6 months), providing on-site support, rapid issue resolution and escalation of complex technical problems to regional technical teams.
• Provide high value customer service support on day-to-day items to Visa Clients and internal staff to ensure customer expectations are exceeded, and be the voice of the client.
• Design and deliver training programs to upskill client operations staff on Visa platforms, helping to ensure client's long-term self-sufficiency. Also educate clients on best practices to increase adoption for Visa Commercial and Money Movement Solutions products.
• Support localized testing efforts and contribute to language pack updates to ensure platform readiness for the Taiwan market
• Maintain continuous engagement with internal and external working teams to align on service models and turnaround expectations. Act as liaison and escalation point for the client.
• Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa
• Represent difficult and mildly complex customer change requests, system or operational requirements, and negotiate and manage expectations internally and externally
• Foster and sustain trusted partnerships with internal Account Team members by aligning on the forward-looking relationship strategy and optimization opportunities and executing against Client Success Plans
• Oversee implementation of new Visa products purchased by Clients by coordinating key Client and Visa teams to expedite implementation readiness activities and maximize adoption of deployed products.
• Identify and generate leads, drive growth initiatives, and implement opportunities to improve the client experience by data-driven optimization and streamlining of operational processes.
• Develop and manage operational initiatives, special projects and client-driven continuous improvement plans.
• Proactively notify clients regarding any widespread or business critical problems with the application, and leads internal and external recovery efforts of product, and processing service interruptions.
• Engage Technology and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

Basic Qualifications •5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD Preferred Qualifications

•Strong communications skills in English and Chinese (written and spoken) to support portfolio of clients in Taiwan •A Bachelor's Degree or equivalent qualification and minimum of 8 years of experience with roles in Support, Pre-sales and Project Management in the financial services, payment industry, software or information services is required •Strong technical aptitude with the ability to absorb technical information and apply it to business solutions •Understanding of commercial card solutions, and/or prior B2B payment experience with B2B Travel players is desired •Self-motivated with the ability to work under pressure •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 •Superior interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels. •Demonstrated ability to articulate complex technical terms or processes into business language •Ability to set priorities and manage customer expectations, and work both as part of a team and independently •Excellent time management, organization, and planning skills •Excellent verbal, written, presentation and interpersonal skills are required.

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.