Customer Success Manager, Team Lead

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.

All About Us

The Client Service team is a key differentiator for Mastercard, providing the cutting-edge 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 combine traditional management consulting with our rich data assets and in-house technology to provide our clients with powerful strategic insights and recommendations. Centered on data-driven technologies and innovation, these services include consulting, loyalty and marketing programs, test-and-learn business experimentation, and data-driven information and risk management services. While specializing in the payments industry, Mastercard Data & Services also works closely with major retailers, airlines, and other enterprises, leveraging data and insights garnered from within and beyond its network.

All About the Role

Advisors Specialized Product Delivery is an execution-oriented client facing competency that applies proven, accredited change skills and domain experience to partner with clients and help them drive measurable value by:

• Project management and delivery of new and complex products/platforms and services to market smoothly and efficiently

Partners with the sales teams to ensure clear & required solution definition for the client with a proposed implementation plan

• Acts as the knowledge expert on new and complex products and the most effective means of delivery
• Development of delivery resources that articulate all assets and functions to be coordinated
• Strengthening client’s internal skills, knowledge and experience in critical areas

As a Customer Success Manager, Team Lead- Specialized Product Delivery you will be responsible for the successful delivery and implementation of a comprehensive SaaS platform analytics solution that enables the ingestion & syndication of data to drive value for our clients.

In this role, you will be working together with our Product team on executing a well-designed on-boarding experience and providing on-going support to our clients. You will develop a deep understanding of product features/functionality and how these can be utilized to drive value for our clients.

Your Responsibilities

• Leads assigned delivery projects to ensure contractual objectives, delivery on-time and revenue goals are met
• Acts as central point of contact for customers and/or Mastercard customer representatives
• Conduct platform demonstration and training sessions
• Manage user-onboarding process and effectively partner with users to improve their ability to leverage insights and data to drive business decisions
• Assist clients with platform customization
• Assist clients with developing dashboards and performing analyses
• Demonstrate a clear understanding of customer needs and impact of SaaS on the clients business
• Expertise in transforming data into insights and visualization, with an ability to deliver and support decision makers using the insights
• Act as a liaison between the client and product development teams and assist with prioritization of client requested platform enhancements, customization, and/or client specific features
• Support troubleshooting of problems and issues; recommend processes to improve platform adoption and usage
• Partners with the sales teams to ensure clear & required solution definition for the client with a proposed implementation plan
• Leverage FI industry expertise to identify and recommend use cases to generate concise insights for solving key client business issues
• Represent the voice of the customer and influence the product development roadmap

All About You

• Experience in delivery of high value strategic, enterprise and or market level initiatives across the financial services sector, including examples of adapting program scope / deliverables to increase or maintain program value
• Able to evidence extensive practical knowledge of the successful delivery of strategic roadmap, PMO, business analysis, service improvement and transformational change methods, frameworks, tools and processes
• Proven experience in working in Project Management on a large scale, applying client engagement and operating efficiencies, demonstrating value add to clients, providing and building knowledge capital, training and building teams
• Leverages deep knowledge of all the Mastercard Data & Services capabilities and how they fit together to create customized & relevant solutions for clients
• Excellent interpersonal skills, and experience of building effective internal and external relationships with proven ability to work with both business and technology stakeholder; strong writer, presenter and speaker, comfortable and effective in C-level meetings. Credible & persuasive able to deliver difficult messages with sensitivity
• Exceptional analytical and quantitative problem-solving skills and ability to structure analyses to form data-driven solutions to ambiguous client challenges
• Enthusiastic and authentic leader with the ability to inspire others and create a collaborative culture of teamwork, accountability, open communication, and organizational effectiveness
• Demonstrated ability to own and develop relationships with both mid- and executive-level client contacts and inspire confidence in Client Services as a sought-after partner

All About Your Education & Skills

• Bachelor’s degree or equivalent qualification. Advanced degree or MBA preferred
• Fluent local office language and English required, other languages desirable
• Financial Services industry domain knowledge – a proven understanding of key concepts, metrics, business terms and business processes appropriate to the financial services sectors
• Comfortable with significant client interaction and interest in building relationships
• Advanced Word, Excel, and PowerPoint skills required, knowledge of Project Management tools preferred
• Willingness to travel

Mastercard is an inclusive equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

• 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, and
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.