Junior Customer Success Manager, Specialized Product Delivery
Há 5 dias
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 SummaryJunior Customer Success Manager, Specialized Product Delivery
Our Purpose
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 UsThe 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 Services, the Mastercard Business Intelligence (MBI) 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 RoleMake an Impact as a Junior Customer Success Manager, Specialized Product Delivery (SPD), Advisors & Consulting Services
- Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions.
- 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.
- Acting as the knowledge expert on products and solutions and the most effective means of implementations.
- Supporting data enablement and data insights related efforts to help customers leverage data for strategic decision-making.
- As a Junior Customer Success Manager you will be working together with our Product team on executing a well-designed on-boarding experience and providing on-going 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.
- Function as a coach for our customers. 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.
- Conduct product demonstrations, develop and deliver training sessions and hosting webinars.
- Engage with users to improve their ability to utilize our products and solutions to derive insights and support business decisions.
- Visualize available data across multiple Mastercard solutions to demonstrate strength of insights available to Mastercard customers.
- Understand assigned delivery projects to ensure contractual objectives and delivery on-time goals are met.
- Contributes to the delivery of solutions that address customer needs that include data ingestion, data validation, data analysis, data reporting, insight generation.
- Analyses data from product delivery projects and reports on performance relative to success metrics.
- Produce presentation materials, analytics and reports for customer or internal communications.
- Develops and maintains strong working relationships, with partners in other business functions in Product and Technology to complete delivery and customer support tasks.
- Function 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.
- Researches and delivers solutions for complex problems and responds to inquiries on troubleshooting queries for customers.
- 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.
- Customer success 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.
- Interpersonal communication and stakeholder management.
- Creative thinking and analytical reasoning to deliver business insights.
- Proficiency in using data analytics software (e.g., Python, R, SQL, SAS).
- Additional data and analytics experience in building, managing, and maintaining database structures, working with data visualization tools (e.g., Tableau, Power BI), or working with Hadoop framework and coding using Impala or Hive is preferred.
- Advanced Word, Excel, and PowerPoint skills required.
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.
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