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Delivery Excellence Associate

1 semana atrás

Lisboa, Lisboa, Portugal Phiture Tempo inteiro
Transform Customer Experiences as a Junior Customer Success Manager

We're seeking a skilled and dedicated Junior Customer Success Manager to join our Client Service team at Phiture. As a key member of our team, you'll be responsible for delivering exceptional customer experiences and driving business growth through strategic solutions.

About the Role:

  • Proactively engage with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions.
  • Project manage the delivery of new and complex products and solutions to our customers.
  • Partner with our product and sales teams to ensure clear communication to our customers, including developing and maintaining customer support and sales materials.
  • Act as the knowledge expert on products and solutions and the most effective means of implementations.
  • Support data enablement and data insights related efforts to help customers leverage data for strategic decision-making.

Your Responsibilities:

  • Function as a coach for our customers, supporting them 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 host 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.
  • Contribute to the delivery of solutions that address customer needs, including data ingestion, data validation, data analysis, data reporting, insight generation.
  • Analyze data from product delivery projects and report on performance relative to success metrics.
  • Produce presentation materials, analytics, and reports for customer or internal communications.
  • Develop and maintain 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.
  • Research and deliver solutions for complex problems and respond to inquiries on troubleshooting queries for customers.

About You:

  • 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.

About Your Education & Skills:

  • 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).
  • Additonal 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.