Customer Success Manager, Economics and Location Solutions, Advisors Client Services

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, Economics and Location Solutions, Advisors Client Services

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results.

All About Us:

The Client Services 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. Leveraging data and insights garnered from within and beyond our network, we provide customers across industries and geographies with a tailored portfolio of solutions to address their business needs. Within Services, the Economics and Location Solutions (ELS) provide unique, tailored macro-economic and location insights across geographies, markets, and sectors, based on proprietary Mastercard, as well as third-party data. By combining market intelligence and consumer buying behavior, our compelling offerings for financial institutions, retailers, telecommunications organizations, travel companies, etc. drive efficiency and value, enabling our customers to solve critical business problems. The role will lead initiatives to support the growth and scalability of the ELS product suite in the region.

All about the Role:

Make an Impact as a Customer Success Manager, Economics and Location Solutions, Advisors Client Services.

Advisors Client Services is a client-facing team that partners with customers and helps them drive measurable value by:

1. Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions
2. Project-manage the delivery of new and complex products and solutions to our customers
3. Partnering with our product and sales teams to ensure clear communication to our customers, including developing and maintaining customer support and sales materials
4. Acting as the knowledge expert on products and solutions and the most effective means of implementations
5. Engaging in pre-sales activities to showcase value future customers can achieve from the solutions
6. Reducing customer churn in supporting renewals and driving customer expansion

As a Customer Success Manager, you will be working together with our Product team on executing a well-designed onboarding experience and providing ongoing support to our customers and Mastercard. You will develop a deep understanding of our product features & functionalities and how these can be utilized to drive value for our customers.

Your Responsibilities:

1. 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, ultimately supporting our customers in their strategic goals
2. Conduct product demos, develop and deliver training sessions
3. Engage with users to improve their ability to utilize our products and solutions to derive insights and support business decisions
4. Partner closely with product teams to create new features that best serve our customers
5. Research and deliver solutions for complex problems and respond to inquiries
6. Identify areas of improvement, track project & task updates, and identify clients at risk of churning

Qualifications

All About You:

1. Experience in delivery of SaaS solutions or data products
2. Proven experience working in Customer Delivery or Consulting fostering strong customer engagement, demonstrating value add to customers, and leading to successful product/project deliverables
3. Product-minded and focused on delivering solutions that are scalable and leverage cutting-edge technologies
4. Proven ability to work with both business and technology stakeholders; strong writer, presenter and speaker
5. Exceptional analytical and quantitative problem-solving
6. Ability to inspire others and create a collaborative culture of teamwork
7. Demonstrated ability to develop relationships with both mid and executive-level/C-Suite customer contacts
8. Have experience dealing with application of data; experience in financial services, payments or consulting is a plus.

All About Your Education & Skills:

1. Bachelor’s or Master’s degree
2. Fluent English required, other languages (Portuguese) desirable
3. Comfortable with significant customer interaction and excited to build relationships
4. Advanced Excel and PowerPoint skills required

Salary Range: 100,000-155,000 CAD

Mastercard is a merit-based, 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. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com 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

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, 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, and
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.