Commercial and Money Movement Solutions (CMS) provides industry-leading implementation and operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. The team provides implementation support to financial institutions and their corporate clients who utilize a suite of CMS products and capabilities to simplify critical processes that businesses perform daily.
Technical Solutions Consultants are 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, the Consultant will need to have strong analytical skills and is required to become technical knowledge expert to multi-functional business teams around them.
This role will handle difficult and complex product issues and be responsible for the resolution of issues that are escalated into the Technology organization. This position is an individual contributor role, which forms a part of a larger team.
You will be accountable for supporting clients in Asia Pacific, including Japan, for all CMS solutions and be the authoritative subject matter expert. 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 clients, internally and externally, ensuring customer expectations are exceeded, and be the voice of the client
Participate in cross functional customer service delivery initiatives across clients and Visa internal teams
Coordinate internal resources to accomplish client’s and Visa’s objectives
Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa
Proactively notify clients regarding any widespread or business critical problems with the application, as well as scheduled periodic maintenance outages
Build and enhance positive working relationships with key clients and internal stakeholders
Report customer project accomplishments and deliverables to internal stakeholders
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 CMS 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 plan
On call support and possible weekend or holiday hours
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.
