Manager, Customer Success

Mastercard

3.5

(13)

Pune, India

Why you should apply for a job to Mastercard:

  • 4.7/5 in supportive management
  • 69% say women are treated fairly and equally to men
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.

    #22331_R-213541

    Position summary

    ization dedicated to providing comprehensive support for products and services that require enhanced customer guidance. This team actively collaborates with product owners, development teams, and various Delivery teams and to deploy solutions swiftly, efficiently, and with predictability. Their responsibilities encompass aiding customers from pre-sales through production by offering enhanced technical guidance. Additionally, they focus on equipping our Delivery teams with the necessary support and improved documentation to facilitate the rapid and scalable execution of customer projects.

    The Customer Success Team at its core is a technical team having development experience with the following remit:

    o Responsible for educating and supporting new and existing customers on the integration aspect of Cross Border Services product implementations including consultancy, training, testing, and customized production configurations.
    o Partners with Global Product, Customer Delivery and TECH providing technical and product expertise support to customers throughout the lifecycle of the customer journey from pre-sales to production launch.
    o Partners with Product Owners and Global Product Integrators to define requirements for product, process, and tooling enhancements ensuring adherence to standards, processes, and best practices.
    o Responsible to upskilling Regional Delivery teams with the technical knowledge required to best support our customers, through training, documentation, and tooling enhancements with a key focus on cross-border services.

    Responsibilities:
    o Support customers throughout the onboarding journey, including pre-implementation, ensuring they have the level of understating required to complete implementation including what is required to code to our APIs and complete integration successfully.
    o Partner with Regional Delivery teams to troubleshoot customer integrations during implementation, providing guidance to implement with speed.
    o Partner with Global Product Integrators to provide product technical training and enhanced technical documentation to Regional Delivery teams.
    o Support collection and reporting of team KPI metrics.
    o Participate in strategic conversations with key stakeholders and leadership.
    o Support the identification of knowledge gaps within the Regional Delivery teams.
    o Engage with key stakeholders across the organization for continuous improvements.
    o Partner GPI, Product, and Regional Delivery to enhancing the product through programming, unit testing, implementation, and documentation with a focus on seamless customer integration.
    o Actively seek opportunities to enhance standards, improve process efficiency, and enhance the customer experience in partnership with key stakeholders with feedback to the team lead.

    All About You:
    oStrong understanding of bank payments systems technology and infrastructure.
    oCross border system & network understanding preferred.
    oSWIFT messaging standard expertise and experience preferred.
    oStrong understanding of Core banking system.
    oExperience in complex technology change projects within banks or at Fintechs.
    oExperience with Mobile and internet banking systems.
    oCross border payment processing experience with FX management, Treasury management, AML & sanctions screening know how.
    oExperience in payments as a service and cloud banking.
    oExperience with ERP and large corporate banking integrations (SAP, Oracle, Ariba).
    oGood understanding and knowledge of Software Engineering Concepts and Methodologies is
    preferred.
    oAPI Expertise is required.
    oWorking exposure to nix-based systems is preferred.
    oWorking knowledge of SQL, PL SQL and Oracle is preferred.
    oWorking knowledge of rest services is preferred.
    oWorking knowledge of cloud-based application development like PCF or AWS is preferred.
    oWorking knowledge of web development and technologies is preferred.
    oDevelopment experience on Android and/or IOS platform will be preferred.
    oDevelopment experience of cryptography frameworks preferred.
    oCustomer facing Support experience required.
    oMust be high-energy, detail-oriented, proactive, and able to function under pressure to meet tight
    deadlines.
    oStrong verbal and written communication skills.
    oStrong relationship, collaboration, and organizational skills with a high degree of initiative and
    self-motivation.
    oAbility to work as a member of matrix based diverse and geographically distributed project
    team.
    oWillingness and ability to learn and take on challenging opportunities.
    oCan quickly learn and implement new technologies, application appropriate frameworks and
    tools.
    oMust have exceptional attention to detail.
    oMust be proactive in anticipating the customer's, our partners, and the business needs.
    oAbility to comprehend and apply complex concepts and technologies.
    oAbility to deduce and discern challenges, bottlenecks, and pitfalls at conceptual phases of an
    architecture, solution and / or infrastructure.

    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.

    Why you should apply for a job to Mastercard:

  • 4.7/5 in supportive management
  • 69% say women are treated fairly and equally to men
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.