Customer Success Manager, Specialized 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, Specialized Product Delivery

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 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. With compelling offerings for financial institutions, retailers, telecommunications organizations, travel companies, and more, our services drive efficiency and value and enable our customers to solve business problems from end to end. The role will lead initiatives to support the growth and scalability of the MBI product suite business in the region.

All About the Role

Make an Impact as a Customer Success Manager 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. Proactively 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 Manager, 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.

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, derive insights, and ultimately support our customers in their strategic goals.
2. Conduct platform demonstrations, 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, customization, and/or client-specific features.
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 to drive business decisions.
11. Develop and maintain strong working relationships with partners in other business functions to complete delivery and customer support tasks.

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. Execute a data-driven approach to defining priorities and tracking success.
4. Demonstrating a customer-centric mindset focused on delivering solutions that are scalable, leverage innovative technologies, and are delightful for end-users.
5. Proven ability to work with both business and technology stakeholders; strong writer, presenter, and speaker.
6. Exceptional analytical and quantitative problem-solving skills.
7. Enthusiastic with the ability to inspire others and create a collaborative culture of teamwork.
8. Demonstrated ability to develop relationships with both mid- and executive-level customer contacts.

All About Your Education & Skills

1. Bachelor’s degree or equivalent qualification.
2. Fluent local office language and English required; other languages desirable.
3. Comfortable with significant customer interaction and excited to build relationships.
4. Advanced Word, Excel, and PowerPoint skills required.

Toronto Base Salary Range: 100,000-155,000 CAD

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