Client Success Consultant

Overview
Pismo is seeking a Client Success Consultant to support new and existing customers (B2B), helping to drive retention, increase users' engagement, and maintain high levels of customer satisfaction.
The Client Success Consultant acts as a trusted advisor to our customer, helps communicate the value of the Pismo products, and responds to customer needs, questions and requests.
You will not personally perform projects or resolve issues for the customer.
However, you will work closely with internal teams and will be responsible for actively managing clients' requests.
You are expected to be able to navigate through different areas and levels at Pismo.
This is a remote position.
A remote position does not require job duties be performed within proximity of a Visa office location.
Remote positions may be required to be present at a Visa office with scheduled notice.
Responsibilities
Build long-term strategic relationships with key stakeholders in your portfolio and develop a deep understanding of customers' business processes, goals, and strategies.
Serve as the primary point of contact for assigned accounts, fostering trust and confidence in the partnership.
Meet with customers regularly to discuss business and tactical challenges, understand their definition of success with Pismo, and offer proactive advice on how to optimize or enhance the use of the Pismo platform.
Develop a deep understanding of the customer's business and industry to provide solutions and advice.
Work with customers to create and execute a plan that aligns with their objectives, maximizing the value they receive from Pismo by managing program engagements.
Act as a customer advocate within the company, representing feedback and needs to internal teams.
Ensure timely resolution of customer issues by collaborating across Pismo teams.
Manage and follow up on client KPIs within Pismo (e.g., developments execution, platform performance).
Analyze client data to perform strategic analyses and make data-driven decisions.
Provide education and resources to enable customers to effectively use our products/services.
Conduct regular check-ins to ensure customers are leveraging the full capabilities of our offerings.
Influence the company to adapt or create new processes to provide a better customer experience and help scale the Client Success organization.
Coordinate with the Account Manager (Sales) to create and share roadmaps on customers' functional use of Pismo products and contribute to long-term planning.
Qualifications
8+ years of professional experience in Customer Success (preferable) or similar roles, ideally in a hyper-growth B2B environment.
Industry experience in Payments, Card processing and Banking.
Proactive, data-driven, and able to anticipate problems.
Ability to develop ongoing relationships with clients and engage in technical discussions as needed.
Program management capability; structured and critical thinking with a focus on strategy and results.
Detail-oriented with strong analytical, writing, and communication skills.
Innovative, adaptable to change, and able to influence process improvements.
Ability to develop strong relationships at C-level in enterprise companies.
Track record of high customer satisfaction and experience across a full customer success lifecycle.
Fluency in written and spoken English.
Nice-to-have
Technical familiarity (development, infrastructure, architectural design); cloud knowledge (AWS, Azure, Google).
Proficiency in Spanish is an advantage.
Additional Information
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.
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