Senior Manager, Customer Success

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 Manager, Customer Success

• The Data & Services team is a key differentiator for Mastercard, providing the cutting-edge 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. Centered on data-driven technologies and innovation, these services include payments-focused consulting, loyalty and marketing programs, business Test & Learn experimentation, and data-driven information and risk management services.

Role

• Identify opportunities for the customer to expand their Mastercard investment, both within their existing platforms and from new opportunities
• Develop and deliver creative business solutions for complex business problems
• Build strong relationships internally (with Account Leadership) and externally (with Client Executive levels) gaining consensus on how to provide ROI impact to the client through sound value propositions across the data & services product suite
• Manage the process to maintain a high retention rate across a designated portion of our Platform Customer base
• Proactively identify customer risk and opportunity signals; develop comprehensive strategies to combat and/or limit erosion
• Work with Operations and cross-functional Sales teams to ensure on-time renewals and generate expansion opportunities (up-sell, add-on, cross-sell, strategies etc.)
• Develop strategies and coordinate cross-functional support to help customers maximize value
• Create lifecycle management process, from onboarding new clients to ensuring existing clients continue to renew
• Manage and lead quarterly regional and industry-specific reviews for upcoming Test & Learn renewals with leadership teams
• Understand competitive products; can speak with authority to product differences that highlight Mastercard’s advantage
• Become an expert on the Test & Learn software, joining some client projects and providing internal support for others

All About You

• Experience navigating and influencing senior leadership in a Corporate Environment
• Experience in the Retail & Commerce space; previous Mastercard or Test & Learn experience preferred
• Experience with B2B Enterprise Sales process
• Detail-oriented with strengths in data analysis
• Strong presentation creation and delivery skills and ability to establish credibility with client stakeholders
• Strong organizational skills including the ability to prioritize and escalate customer issues as required
• Consensus builder and influencer capable of diving positive outcomes in challenging renewal situations
• Proven history of dedicated, high-energy, patient, and customer-centric behavior
• Understanding of Retail & Commerce ecosystem (retail, CPG, restaurants, airlines, telco, etc.)
• Platform-based consulting or analytics work preferred

*Will consider remote employees*

Salary Ranges

PURCHASE: $132K-$206K

NY-Remote: $115K-$179K

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 [email protected] 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

Responsibilities

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

• Report any suspected information security violation or breach, and
• Ensure the confidentiality and integrity of the information being accessed;
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
• Abide by Mastercard’s security policies and practices;