Remote Technical Support Customer Service Agent (Toronto)

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. Consultant, Client Success is an individual contributor responsible for owning the holistic post-sale Client Services relationship for applicable clients and providing operational solutions in support of growing clients’ business. Consultant is a trusted client advocate and works proactively with their client portfolio to enable new capabilities, manage geographic expansion, and promote product adoption. This role is an exciting prospect to be at the forefront of Visa’s Client Success transformation by partnering closely with key Visa clients to maximize their benefits realization and value from Visa products through optimizing their performance. Working in conjunction with Account Team members from Sales and Product, you will proactively drive Client Success outcomes in alignment with Visa’s business agenda as detailed in the Sales Account Plan. The individual will also define and deploy client support and service implementation strategies, including automated tools and capabilities to enhance the client experience, that drive value for our clients and support Visa’s strategy. This role serves as a functional specialist, located in insert region/market and reporting to insert direct leader’s title. Oversee the implementation of new Visa products the Client purchases by coordinating key Client and Visa teams to expedite implementation readiness activities and steer the client toward getting faster time to value and maximize adoption of deployed products. Ensure Client operational goals and success metrics for their overall Visa product landscape are understood. Build and sustain a trusted client advocate status with key client stakeholders by proactively executing against forward looking Client Success Plans, in alignment with the Account Team, to track client specific outcomes including a client’s adoption and performance of Visa products purchased. Drive and deliver initiatives to improve client adoption of products and use of Visa’s self-service tools. Stay current with the latest local market trends, payment processing trends, Visa solutions and technologies to provide a great Client experience and generate new sales leads as solutions to identified client pain points. Establish working relationships with Client Services and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance. Develop client education and training materials (including webinars) to communicate new Visa Rules, essential mandates, Visa Business Enhancement Releases and/or upcoming changes to ensure client readiness and service compliance. Lead periodic operational reviews with clients and Visa stakeholders. Showcase operational excellence by supporting cross‑functional initiatives to improve the Client experience, incorporating automated solutions to drive efficiency and productivity. Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed. Expectation of days in the office will be confirmed by your Hiring Manager. Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager. 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD Analytical skills to extract and synthesize relevant data into business solutions and provide sound analysis Able to communicate complex technical terms and/or processes in business language tailored to client Experience representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization, including executives, in support of strategic business plans trends, threats, competitors, regulatory environments) Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise. Building client relationships – Build credibility and create trust‑based relations, partner with clients to build their business Becoming customer centric – Listen to and prioritize customer needs to drive value realization and build trusted partnerships Success planning – Build measurable action plans to help clients achieve their business goals and realize value from their products/solutions Critical thinking – Take ownership over problems and find creative solutions to complex problems 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. Visa welcomes and encourages application from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. # Apply on Kit Job: kitjob.ca/job/2oqgrz