Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Customer Success ManagerOverview
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 combine traditional management consulting with our rich data assets and in-house technology to provide our clients with powerful strategic insights and recommendations. 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 an Associate Managing Consultant CS-SPD, Advisors Client Services
Advisors CS-SPD is an execution-oriented client facing competency that applies proven, accredited change skills and domain experience to partner with clients and help them drive measurable value by:
- Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions.
- 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 delivery artifacts like customer support and sales materials
- Acting as the knowledge expert on products and solutions and the most effective means of implementations
- Engaging in pre-sales activities to highlight value future customers can achieve from the solutions.
As an Associate Managing Consultant, Specialized Product Delivery you will be responsible for the successful delivery and implementation of a comprehensive SaaS platform analytics solution that enables the ingestion & syndication of data to drive value for our clients.
In this role, you will be partnering together with our Product team on executing a well-designed on-boarding experience and providing on-going support to our clients. You will develop a deep understanding of product features / functionality and how these can be used to drive value for our clients.
Your Responsibilities
- Function as a coach for our customers. Coaching efforts will support our customers in implementing our products and solutions in ways that add value for their businesses, ultimately supporting our customers in their strategic goals.
- Leads assigned delivery projects to ensure contractual objectives and delivery on-time goals are met.
- Conduct platform demonstration, training and hosting webinars.
- Partner closely with product teams to create new features that best serve our customers.
- 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.
- Manage user-onboarding process and effectively partner with users to improve their ability to leverage insights and data to drive business decisions.
- Helps identify customer needs/pain points and leverages the SaaS platform analytics solution develop dashboards and perform analysis to draw insights.
- Expertise in transforming data into insights and visualization, with an ability to deliver and support decision makers using the insights.
- Analyses data from product delivery projects and reports on performance relative to success metrics
- Develops and maintains strong working relationships, with partners in other business functions to complete delivery and customer support tasks.
- 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.
- Researches and delivers solutions for complex problems and responds to inquiries on troubleshooting queries for customers.
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.
- Product-minded and 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 ( Arabic ) 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.
