Consultant, Specialist Client Success
Visa · Hanoi, Vietnam · 2mo ago
About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.
Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.
Job Description
WhataSpecialistClient SuccessManagerdoes at Visa:
A Specialist Client Success Manager (S-CSM) at Visa serves as a productand operational success leadfor a portfolio of clients, helping them achieve their businessobjectiveswhile maximizing the value of Visa's products and services. The role partners closely with clients, Account Executives, Product, Operations, Risk, and Client Services teams to accelerate time-to-revenue, drive successful onboarding and implementation, develop and execute Client Success Plans, and scale product adoption through health checks, value-led engagements, and data-driven recommendations.
The S-CSM is accountable foroptimizingclient performance, protecting revenue, and ensuring long-term client success by proactivelymonitoringclient health, operational performance, compliance requirements, and service readiness. The role provides specialized consultation, training, and best-practice guidance, leads complex client initiatives and escalations, evaluates service continuity through risk and compliance management, andidentifiesopportunities to expand client value by referring sales opportunities to Account Executives. Through strong cross-functional collaboration and outcome-focused engagement,the S-CSM helps clients improve operational efficiency, realize greater value from Visaacceptancesolutions, strengthen business resilience, and achieve measurable business outcomes.
In this role, you are expected to:
- Serve as the product and operational success lead for assigned clients, ensuring clients achieve their desired business outcomes and maximize the value of Visa solutions.
- Own the post-sale client relationship and act as a trusted advisor throughout the client lifecycle, from onboarding through ongoing optimization and growth.
- Drive successful outcomes from an assigned set of opportunities to accelerate activation, scale productadoptionand protect revenuewhichalignsto the Client Success strategy.
- Develop and execute Client Success Plans aligned to client businessobjectives, focusing on adoption, growth, retention, and value realization.
- Partnerwith cross-functional Visa teamsto drive successful client onboarding and implementation by ensuring client readiness, managing operationaldependenciesand mitigating risks to accelerate time-to-revenue.
- Proactivelyidentifyand drive product adoption, performance optimization, and value realization opportunities through health checks, operational and business reviews, and strategic client engagements.
- Provide specialized productexpertise, consultation, education, and best-practice guidance tooptimizeclient payment performance, ensure readiness for product, regulatory, and industry changes, and drive service continuity through compliance andoperational risk management.
- Own operational relationship withassigned accountsby leadingandcoordinatingcomplex client initiatives, acting as the escalation point for significant operational issues, incidents, and service-related challenges.
- Leverage data, insights, diagnostics, and standardized playbooks toidentifyrisks, prioritize actions, and improve client outcomes.
- Drive retention and protect revenue through continuous optimization and client success initiatives.
- Ability to translate complex customer business needs into opportunities for system and service solutions.
- Coordinate with theSpecialist Client SuccessManagementteam on shared initiatives/product matters
- Travel isrequired(up to 20% travel)
Why this is important to Visa:
TheSpecialistClient SuccessManagerarecentral operators to business teams across many Asia Pacific market teams and clients. To be successful as aSCSM, you will need to become a subject matter expert, a great coordinator ofprogramsand thrive ina very strongteamworking culture. Your ability to supporttheproductserviceswill directlyimpactourclients’trust in our brand and technology in the payment industry and money movement ecosystem.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications:
- Bachelor’s degree in computer science, Information Technology or equivalent
- 8+ years of experience in a Customer Support/Account Management role strongly preferred
- Proven track record of a strong customer focus
- A track record of a strong customer focus
- Comprehensive understanding of Cybersource Reseller Partner model required (can be learned)
- Strong understanding of technical concepts, programming languages (Java, C/C++, Perl, etc.), and markup languages (HTML, XML)
- Ability to manage multiple, concurrent priorities across merchant projects and production issues
- Ability to articulate complex topics to both technical and business audiences
- Ability to conduct hard negotiation with clients under stretched terms
- Ability to learn complex concepts quickly
- Excellent written and verbal communication skills in English and Bahasa Indonesia
- Self-starter with strong organization skills and resolution management.
Preferred Qualifications:
- 3+ years of payment industry experience
- Experience in Card-not-present/Card-present and risk mitigation methodology
- Experience working with cross-functional/cross-department teams
- Experience in project management
- Subject Matter Expertise in multiple areas such as card payments, products and services, payment technologies, wallet services gained through years of experience supporting clients and new product initiatives within a payment-processing environment.
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.