Customer Success Manager, Specialised Product Delivery
Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Customer Success Manager, Specialised Product Delivery
All About Us
The Client Service team is a key differentiator for Mastercard, providing the innovative services that help our customers grow. Focused on thinking big and scaling fast around the globe, this agile team is responsible for end-to-end solutions for a diverse global customer base. We provide customers across industries and geographies with a tailored portfolio of solutions to address their business needs. Within Data and Services, the Mastercard Business Intelligence suite of products aims to bring to market innovative solutions combining the power of consulting and technology.
All About the Role
Make an Impact as a Customer Success, Team Lead, Specialized Product Delivery (SPD), Advisors Client Services. Advisors Specialized Product Delivery is a client-facing team driving customer success for Mastercard Services, Data and Platforms by:
1. Building strong credible relationships with our clients and internal stakeholders.
2. Acting as 'voice of the customer' internally and using these valuable feedback/insights to drive customer experience.
3. Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions.
4. Acting as the knowledge expert on products and solutions and the most effective means of implementations.
5. Project managing the delivery of new and complex products and solutions to our customers.
6. Partnering with our product and sales teams to ensure clear communication to our customers, including developing and maintaining customer support and sales materials.
As a Customer Success Team Lead, you will develop a deep understanding of our product features & functionalities and be responsible for the successful delivery of our analytics solutions that drives value for our clients.
Your Responsibilities
1. Act as a coach for our customers, supporting them in implementing our products and solutions in ways that add value for their businesses.
2. Conduct platform demonstration, training, and hosting webinars.
3. Lead assigned delivery projects to ensure contractual objectives and delivery on-time goals are met.
4. Research and deliver solutions for complex problems and respond to inquiries.
5. Identify areas of improvement, track project & task updates, and identify clients at risk of churning.
6. Act as a liaison between the client and product development teams and assist with prioritization of client requested platform enhancements.
7. Realize operational efficiencies in the way solutions are delivered to customers.
8. Demonstrate a commercial mindset in identifying cross-sell and up-sell of solutions.
9. Drive license retention and identify new logos to support commercial goals.
10. Manage user-onboarding process and effectively partner with users to improve their ability to leverage insights and data.
11. Develop and maintain strong working relationships with partners in other business functions.
All About You
Experience in delivery of SaaS solutions or data products. Proven experience working in Customer Delivery or Consulting fostering strong customer engagement. Execute a data-driven approach to defining priorities and tracking success. Demonstrating a customer-centric mindset focused on delivering scalable solutions. Proven ability to work with both business and technology stakeholders; strong writer, presenter, and speaker. Exceptional analytical and quantitative problem-solving skills. Enthusiastic with the ability to inspire others and create a collaborative culture of teamwork. Demonstrated ability to develop relationships with both mid- and executive-level customer contacts.
All About Your Education & Skills
Bachelor's degree or equivalent qualification. Fluent local office language and English required; other languages desirable. Comfortable with significant customer interaction and excited to build relationships. Advanced Word, Excel, and PowerPoint skills required.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization. It is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
* Abide by Mastercard's security policies and practices;
* Ensure the confidentiality and integrity of the information being accessed;
* Report any suspected information security violation or breach;
* Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.
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