Senior Specialist, Customer Success Job Listing at Mastercard in London, England (Job ID R-259857)

Description

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

Senior Specialist, Customer Success Job Posting Title: Manager, Customer Success

Job Description Summary

Overview

Mastercard is a global technology company behind the world's fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless®.

Cybersecurity is one of Mastercard's fastest growing business units and is responsible for developing technologies and solutions that provide safe, secure, and frictionless interactions for Mastercard's customers and partners. RiskRecon by Mastercard, is a high growth business focused on enabling organizations to dramatically improve their third-party risk management programs. Our automated solutions produces analyst-quality, risk-prioritized action plans that enable efficient prioritization of third-party security risks and constructive collaboration with vendors.

RiskRecon serves many well-known organizations – large banks, healthcare, insurance, energy, business services and other global companies.

Role

As a RiskRecon Customer Success team member, you will own your accounts' entire post-sales customer journey. This includes onboarding, adoption, strategic business review, and renewals. You will work closely with our Sales team to identify upsell opportunities and renewal risks. As a Customer Success Manager, you will be responsible for working with new and existing clients to ensure their RiskRecon journey – from purchase to renewal – is successful and effectively managed.

Your goal is to become a trusted advisor and to create an exceptional client experience using the RiskRecon solution. Your are to drive high levels of client satisfaction, excellent renewal rates, and sales add-on opportunities.

Key Responsibilities

• Work with assigned customers to define goals, success plans and key performance indicators.
• Apply project management and communication skills to help clients ensure long-term success and widespread use of RiskRecon through hands-on workshops, regular review sessions, training, and best practice sessions.
• Promptly respond to prospect and client issues/concerns and coordinate escalation of issues with Operations, Technical Support and other internal resources.
• Conduct Strategic Business Reviews with assigned accounts to review goals, adoption and future opportunities.
• Build relationships with technical resources and key decision makers within your accounts.
• Proactively engage those within the account to ensure positive renewal outcome.
• Use data and gather metrics to regularly assess client progress, adoption of new features and maintain positive health status.
• Be the “voice of the client” within RiskRecon and identify enhancement requests, manage client escalations where needed, and present new customer use cases to Product.
• Identify opportunities to improve client-facing tools, documentation, and training materials.

Knowledge and Skills

You are:
• a self-starter and is passionate about security technology.
• have excellent verbal and written skills.
• work effectively in both a team environment and independently.
• have excellent organization, motivation, leadership and interpersonal skills.
• Interested in cybersecurity and have some experience or a background in this space

Experience and Education

You have:
• Knowledge and experience of a renewals based business.
• Experience in account management or client success role within a SaaS organization and/or 5+ years' experience in Third Party Risk or GRC.
• Proven track record of working with enterprise accounts, with the ability to create and maintain relationships at all levels.
• Previous customer-facing experience.
• Prior experience working in a high growth company environment.
• Experience with Salesforce.com or equivalent CRM system.

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.

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