Manager of Customer Success, Mastercard
Cybersecurity Payments
CA$100-165k
Global payments technology company
Open for applications
Global payments technology company
1001+ employees
Open for applications
CA$100-165k
1001+ employees
Company mission
To connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible.
Role
Who you are
- Skilled at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage
- Knowledge and understanding of payments technology or cybersecurity (threat intelligence or risk management) and application of that knowledge to address customer/market needs in these areas are a plus
- Experience using tools and technology to provide data analytics and business intelligence on cyber threats, fraud, risk and vulnerability
- Proven ability to translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner
- Proficient experience in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth
- Successful track record of identifying “next opportunity” for customers to further enhance the strength and value of the partnership for both parties
- Experience in creative thinking and development of innovative solutions to complex customer challenges
- Enthusiastic individual who works seamlessly with a diverse high performing team, nurtures a winning and inclusive culture, and a focus on development at the individual and team level
- Advanced experience working with both large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners
What the job involves
- To drive more consistency and alignment across Customer Success (CS) in Services, we are standing up new Regional Customer Success teams, which will play a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services
- As advocates for the customer experience, this team is accountable for identifying and solving customer issues that prevent them from realizing value from products in the fraud and card operations areas
- This team will work collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy
- Key outcomes of the CS team’s work will be qualified leads for value expansion and feedback for product and process improvements
- By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and safety of the Mastercard ecosystem
- Customer success plays a pivotal part in ensuring that customers achieve their desired outcomes while maximizing the value of the company's products and services
- As a Regional Customer Success Manager for threat intelligence products, you will support in the development and delivery of cybersecurity and payment fraud intelligence within the region
- This role will manage threat intelligence solution utilization, oversee regional revenue and risk management, and coordinate product launches
- Responsibilities also include localizing content (narratives, value propositions), driving market awareness internally and externally, positioning add-on services and consulting for regional sales, and gathering customer feedback to inform global product updates
- A crucial responsibility of this role is to develop relationships and engagement with customers to ensure product utilization and value
- The three areas of primary responsibility include: 1) customer engagement, 2) growing the business, and 3) technical and program readiness
- Engage with stakeholders to study the viability of proposed solutions and understand cyber threats in financial and payment sectors
- Identify optimization opportunities for customers with the goals of driving customer value and enhanced strategic goals through our products
- Articulate key performance indicators related to cost, performance and optimization and the insights associated with them
- Leverage Mastercard Services’ offerings to achieve customer goals and realize value propositions of Mastercard products
- Identify opportunities for additional Mastercard products to create greater value potential for customers and enhance impact of Network Product offerings
- Ability to evaluate business models, partnerships, and agreements ensuring product business cases are financially viable and supported by solid data
- Develop training materials, thought leadership, and customer-facing playbooks that can be scaled internally and externally to support customer priorities and Customer Success value proposition
- Translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner
- Gather and report customer feedback on product gaps and pain points. Use stakeholder insights to refine value propositions and improve products
- 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
Our take
Mastercard is in the global payments business, and operates the world's fastest payments processing network. Its products and solutions have become central to everyday commerce across the world, in activities ranging from shopping and travelling to running businesses.
As the economy has become more and more digitised, Mastercard has been a leading player in helping businesses and individuals across the globe embrace card payments and digital banking. One of the world's largest companies, its revenue has seen consistent gain in the last 20 years.
The challenge for modern payments companies is that payments are always changing, as seen in the astronomical rise of contactless payments over the last decade. Mastercard's acquisition of blockchain systems, and an overall focus on leveraging its technology towards a digital economy, has placed the company in good stead to keep up to date with current trends, like cryptocurrency, in the digitised payments world.
Steph
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Company benefits
- Gym membership
- Share purchase options
- Extra holiday purchase optional
- Work from home opportunities
- Health insurance
Company HQ
Purchase, Harrison, NY
Leadership
Michael Miebach
(CEO, not founder)Has served in a variety of roles at the company, including President and CPO. Currently Board Member at IBM, Accion, the World Resources Institute, the US-India Strategic Partnership Forum, and the Metropolitan Opera. They are also a Trustee of USCIB.
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