Customer Success Consultant

Job Description Client Engagement & Relationship Management

• Serve as the primary point of contact for assigned clients, managing the entire customer lifecycle from onboarding through to extended adoption.
• Build and maintain strong relationships with client stakeholders, translating their business goals into actionable success plans.

Technical & Operational Excellence

• Provide expert guidance on platform features, card payment processing, and core banking operations.
• Conduct regular check ins, training sessions, and meet ups to ensure customers are fully equipped to maximise platform value.
• Coordinate troubleshooting of technical issues with internal teams, escalating as needed to resolve client challenges promptly.

Customer Success Delivery

• Conduct regular operational and executive reviews to ensure customers leverage the full capabilities of Pismo offerings.
• Act as a customer advocate within the company, representing client feedback and needs.
• Monitor customer health metrics and usage data to proactively identify risks and opportunities.

Process Improvement & Best Practices

• Document and share best practices and success stories with clients and internal teams.
• Influence and implement new internal processes to improve overall experience and organisational efficiency.

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

• 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g., Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD.
• Hands on technical capability to deliver payments transformation.
• Hands on technical capability to deliver integration and certification of local switches in GCC countries, especially in UAE with Jaywan and AEP switch.
• Operated in cloud, microservices, API/streaming architectures; familiar with rigorous change control, release, and resiliency practices.
• Regulatory savvy (US banking controls, risk frameworks) with proven delivery to audit/compliance expectations.
• Proven ability to deliver complex, multi-market projects on time and within scope, leveraging advanced project management methodologies (Agile, Lean, and hybrid models) and a pragmatic, results oriented approach.
• Adept at translating business strategy into actionable plans, optimizing processes, and driving continuous improvement through data-driven decision making and KPI management.

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.