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.
Title and Summary
Senior Specialist, Customer SuccessWho is Mastercard?
Mastercard is a global technology company in the payments industry. Our mission is
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. With connections across more than 210 countries and
territories, we are building a sustainable world that unlocks priceless possibilities for
all.
Overview
The Client Success team is looking for a Senior Specialist, Customer Success for Open Banking. In this role, you will act as the team lead for our client development portfolio, ensuring their success and complete satisfaction with our products and services. As a key member of the Client Success organization, your primary responsibility will be to develop and maintain strong relationships with this very specific client base, helping to grow the existing business. This will be achieved by working closely with this group of clients, providing valuable insights and giving account support. You will play a critical role in driving client satisfaction, retention and operational efficiency.
Responsibilities:
Senior Specialist, Customer Success:
Become knowledgeable in Mastercard open banking, including business solutions and implementation methodologies
Manage client relationships for our pooled support model at a high level and become the trusted advisor for that book of business
Work to ensure customer satisfaction with Mastercard products and services by anticipating client needs and understanding the overall vision of these clients
Collaborate cross-functionally within Mastercard to provide outstanding client support
Advocate for the needs of clients to leaders in different departments
Understand this unique book of business's challenges, industry trends and consult on how Mastercard can help them achieve their objectives
Establish success plans that clarify client goals and enable them to measure their results
Cross-Functional Team Collaboration:
Collaborate closely with other departments, including sales, marketing, product management, delivery operations, SE's, TAM's, and client support to ensure alignment of strategies and initiatives
Foster strong relationships with the above teams so that we can facilitate a cohesive approach to client success, leveraging insights and expertise from diverse teams to deliver the best possible outcome for our clients and teams.
Serve as a liaison between the client success team and other departments, facilitating communications, collaboration, and knowledge sharing.
Coordinate cross-functional projects and initiatives
Process Optimization and Improvement:
Analyze existing operational and client success processes to identify opportunities for optimization, automation and streamlining.
Implement tools, systems and technologies to enhance operational efficiency and effectiveness in this new model of support.
Monitor and evaluate key metrics and performance indicators to measure the success of operational improvements and drive continuous optimization.
Team Leadership and Development:
Provide guidance and support to the client success team, fostering a culture of excellence and accountability.
Facilitate the onboarding process for new CSM's, providing guidance and support as they transition into their new role.
All About You
The ideal candidate for this position should have:
Strong organizational, managerial, and personal skills to successfully communicate and negotiate with internal and external customers
Excellent presentation skills and ability to communicate with C-level business executives
Service driven with a desire to see clients succeed
Strategic mindset and ability to understand client and industry objectives
Excellent problem-solving techniques and issue management skills
Great verbal and written skills
Proactive and highly organized
Self-driven, motivated and results oriented
An intermediate or advanced (preferred) level of client management and operations management experience
Corporate Security Responsibility
Every person working for, or on behalf of, Mastercard is responsible for information
security. All activities involving access to Mastercard assets, information, and
networks come with an inherent risk to the organization and therefore, it is
expected that the successful candidate for this position 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.In the US, Mastercard is an inclusive Equal Employment 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. If you require accommodations or assistance to complete the online application process, please contact 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.
In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.
