Manager, Customer Success, Cybersecurity Payments

Mastercard; São Paulo; Presencial; BRL 120.000 - 150.000; Tempo integral

Resumo da oferta

Join a leading company as a Regional Customer Success Manager for Cybersecurity Payments. You will enhance customer satisfaction by managing threat intelligence solutions and driving engagement. Collaborate with cross-functional teams to optimize customer outcomes and foster long-term relationships, ensuring the safety and growth of the Mastercard ecosystem.

Qualificações

• Experience with data analytics tools is a plus.
• Knowledge of payments technology or cybersecurity is essential.

Responsabilidades

• Manage threat intelligence solution utilization and oversee regional revenue.
• Develop training materials and customer-facing playbooks.
• Engage with stakeholders to study the viability of proposed solutions.

Conhecimentos

Customer Engagement

Data Analytics

Cybersecurity

Risk Management

Formação académica

Bachelor's Degree

Descrição da oferta de emprego

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

Manager, Customer Success, Cybersecurity Payments Overview

Services within Mastercard are responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution.

To drive more consistency and alignment across Customer Success (CS) in Services, we are establishing new Regional Customer Success teams, which will play a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. As advocates for the customer experience, this team is accountable for identifying and solving customer issues that prevent them from realizing value from products in the fraud and card operations areas.

This team will work collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy. Key outcomes include qualified leads for value expansion and feedback for product and process improvements. By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and safety of the Mastercard ecosystem.

Responsibilities

Customer success plays a pivotal role in ensuring that customers achieve their desired outcomes while maximizing the value of the company's products and services. As a Regional Customer Success Manager for threat intelligence products, you will support the development and delivery of cybersecurity and payment fraud intelligence within the region. Your responsibilities include managing threat intelligence solution utilization, overseeing regional revenue and risk management, and coordinating product launches. Additionally, you will localize content (narratives, value propositions), drive market awareness internally and externally, position add-on services and consulting for regional sales, and gather customer feedback to inform global product updates. Developing relationships and engagement with customers to ensure product utilization and value is a crucial aspect of this role.

Primary Responsibilities:

1. Customer Engagement:
   • Engage with stakeholders to study the viability of proposed solutions and understand cyber threats in financial and payment sectors.
   • Identify optimization opportunities for customers to drive value and strategic goals through our products.
   • Articulate key performance indicators related to cost, performance, and optimization, along with associated insights.
2. Growing the Business:
   • Leverage Mastercard Services’ offerings to achieve customer goals and realize value propositions of Mastercard products.
   • Identify opportunities for additional Mastercard products to create greater value and enhance network impact.
   • Evaluate business models, partnerships, and agreements to ensure product viability supported by data.
3. Technical & Program Readiness:
   • Develop training materials, thought leadership, and customer-facing playbooks to support customer priorities and showcase Customer Success value.
   • Translate complex technical capabilities into effective, customer-centric solutions.
   • Gather and report customer feedback on product gaps and pain points to refine value propositions and improve products.

All About You

You should be skilled at leveraging insights from market analysis, customer engagements, and opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage. Knowledge of payments technology or cybersecurity (threat intelligence or risk management) and experience with data analytics tools are a plus. Proven ability to translate technical capabilities into effective customer solutions, analyze customer metrics, and identify new opportunities is essential. Creativity, teamwork, inclusivity, and experience with technology, financial services, or digital platforms are highly valued.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks carry inherent risks. Every employee or representative must:

• Abide by Mastercard’s security policies and practices;
• Ensure confidentiality and integrity of accessed information;
• Report any suspected security violations or breaches;
• Complete mandatory security trainings as per Mastercard’s guidelines.