Customer Success Manager, Mastercard

• Experience in delivery of SaaS solutions or data products
• Proven experience working in Customer Delivery or Consulting fostering strong customer engagement, demonstrating value add to customers, and leading to successful product / project deliverables
• Execute a data-driven approach to defining priorities and tracking success
• Demonstrating a customer centric mindset focused on delivering solutions that are scalable, leverage innovative technologies, and delightful for end-users
• 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
• 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

• 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:
• Building strong credible relationships with our clients and internal stakeholders
• Act as ‘voice of the customer’ internally and use these valuable feedback / insights to drive customer experience
• Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions
• Acting as the knowledge expert on products and solutions and the most effective means of implementations
• Project managing the delivery of new and complex products and solutions to our customers
• Partnering with our product and sales teams to ensure clear communication to our customers, incl. 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 (where required) that drives value for our clients
• You will act as a coach for our customers. Your coaching efforts will support our customers in implementing our products and solutions in ways that add value for their businesses, derive insights and ultimately supporting our customers in their strategic goals
• Conduct platform demonstration, training and hosting webinars
• Leads assigned delivery projects to ensure contractual objectives and delivery on-time goals are met
• Research and deliver solutions for complex problems and respond to inquiries
• Identify areas of improvement, track project & task updates, and identify clients at risk of churning
• 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
• Realise operational efficiencies in the way solutions are delivered to customers
• Demonstrate a commercial mindset in identifying cross-sell and up-sell of solutions
• Drive license retention and identify new logos to support commercial goals
• Manage user-onboarding process and effectively partner with users to improve their ability to leverage insights and data to drive business decisions
• Develops and maintains strong working relationships, with partners in other business functions to complete delivery and customer support tasks

• Gym membership
• Share purchase options
• Extra holiday purchase optional
• Work from home opportunities
• Health insurance

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.