Senior Specialist, Customer Success
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Job Description
Customer Success Specialist at Mastercard ensuring priority customers experience positive change through the effective use of Services network products. Collaborating with cross-functional teams to drive customer success and optimize value proposition.
Responsibilities:
- Support the development and delivery of strategic priorities within the region
- Ensure priority customers experience positive change through more effective use of Services network products
- Work closely with cross-functional teams including Network Services, Account Management, Sales, Product, Technical Account Managers and support/delivery teams
- Engage with stakeholders to study the viability of proposed solutions and understand cyber threats in financial and payment sectors
- Identify optimization opportunities for customers to drive customer value
- Articulate key performance indicators related to cost, performance and optimization
- Leverage Mastercard Services’ offerings to achieve customer goals
- Identify opportunities for additional Mastercard products to create greater value for customers
- Develop training materials, thought leadership, and customer-facing playbooks
- Translate complex technical capabilities into effective solutions that address customer needs
Requirements:
- Experienced at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage
- Knowledge and understanding of payments technology or cybersecurity (threat intelligence or risk management)
- Experience using tools and technology to provide data analytics and business intelligence on cyber threats, fraud, risk and vulnerability
- Proven ability to translate complex technical capabilities into effective solutions that address customer needs
- Experience in analyzing customer metrics to drive customer success initiatives
- Experience in identifying “next opportunity” for customers
- Experience in creative thinking and development of innovative solutions to complex customer challenges
- Enthusiastic individual who works seamlessly with a diverse high performing team
- Experience working with large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners
- Must be fluent in English and Spanish.
Benefits:
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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