Customer Success Manager, Specialised Product Delivery

tutions, 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 (https://https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) 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 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 Data and Services, the Mastercard Business Intelligence 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 Customer Success, Team Lead, Specialized Product Delivery (SPD), Advisors Client Services

Advisors Specialized Product Delivery is a client-facing team driving customer success for Mastercard Services, Data and Platforms by:

Building strong credible relationships with our clients and internal stakeholders

Act as 'voice of the customer' internally and use these valuable feedback / insights to drive customer experience

Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions

Acting as the knowledge expert on products and solutions and the most effective means of implementations

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

As a Customer Success Team Lead, you will develop a deep understanding of our product features & functionalities and be responsible for the successful delivery of our analytics solutions (where required) that drives value for our clients.

Your Responsibilities

You will act as a coach for our customers. Your coaching efforts will support our customers in implementing our products and solutions in ways that add value for their businesses, derive insights and ultimately supporting our customers in their strategic goals

Conduct platform demonstration, training and hosting webinars.

Leads assigned delivery projects to ensure contractual objectives and delivery on-time goals are met.

Research and deliver solutions for complex problems and respond to inquiries

Identify areas of improvement, track project & task updates, and identify clients at risk of churning

Act 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.

Realise operational efficiencies in the way solutions are delivered to customers

Demonstrate a commercial mindset in identifying cross-sell and up-sell of solutions

Drive license retention and identify new logos to support commercial goals

Manage user-onboarding process and effectively partner with users to improve their ability to leverage insights and data to drive business decisions.

Develops and maintains strong working relationships, with partners in other business functions to complete delivery and customer support tasks.

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

Execute a data-driven approach to defining priorities and tracking success

Demonstrating a customer centric 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.

All About Your Education & Skills

Bachelor's degree or equivalent qualification.

Fluent local office language and English required; other languages desirable.

Comfortable with significant customer interaction and excited to build relationships.

Advanced Word, Excel, and PowerPoint skills required.

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.