Junior 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

Junior Customer Success Manager, Specialized Product Delivery

Our Purpose

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 Services, the Mastercard Business Intelligence (MBI) suite of products, aims to bring to market innovative solutions combing 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 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.

Your Responsibilities

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.

All 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 exec