Client Success Analyst

About the role

The Analyst, Client Success is an individual contributor within the Client Success Shared Services team, responsible for managing operational relationships and supporting a diverse portfolio of Visa clients. The role delivers consultative operational assistance, helps clients resolve issues and drives improvement initiatives to completion, and supports the development of automated tools and processes that enhance the client experience. At least 3 days per week must be spent in the office; the exact days will be confirmed by the hiring manager.

Key responsibilities

• Support clients in implementing new Visa products by coordinating with client and Visa teams to speed up readiness and adoption.
• Resolve client inquiries promptly and accurately, acting as a client advocate and engaging proactively when needed.
• Drive initiatives that improve client adoption of Visa's self-service tools.
• Build working relationships with Client Services and cross-functional subject matter experts to resolve issues and optimise performance.
• Stay current with Visa solutions and technologies to deliver an enhanced client experience.

Required profile

• 2+ years of experience with a Bachelor's degree, or an advanced degree (Masters, MBA, JD, MD, PhD).
• Client support or client relationship management experience in financial services, payments, software or information services.
• Ability to use data to develop business solutions and communicate technical topics in business language.
• Teamwork across countries and time zones, prioritising tasks under deadlines.
• Preferred: 3+ years of experience or 2+ years with an advanced degree, and experience improving client adoption of self-service tools.

Required skills

• Digital fluency, including Generative AI tools such as ChatGPT and Microsoft Copilot.
• Standard Microsoft Office tools (Excel, PowerPoint, Word).