Senior Customer Success Specialist

Mastercard; Toronto; On-site; CAD 70,000 - 110,000; Full time

Job summary

Mastercard seeks a customer-focused professional to coach clients, drive adoption of Innovation solutions, and deliver impactful product trainings.

You will engage startup and fintech founders, lead delivery projects, and liaise with product teams to prioritise client-centric enhancements, balancing delivery efficiency with strategic outcomes.

Qualifications

• Bachelor’s degree or equivalent qualification.
• Advanced Word, Excel, and PowerPoint skills required.
• Fluent English; other languages desirable.
• Experience in Customer Delivery or Consulting is a plus.

Responsibilities

• You will act as a coach for our customers and support their business goals.
• Engage with startup and fintech founders to maximise value from Innovation solutions.
• Conduct product demonstrations, training and hosting webinars.
• Lead delivery projects to meet contractual objectives and on-time delivery.
• Research and deliver solutions for complex problems and respond to inquiries.
• Identify improvement areas, track progress, and identify at-risk clients.
• Liaise between clients and product development for prioritising enhancements.
• Realise operational efficiencies in solution delivery.
• Demonstrate a commercial mindset to cross-sell and upsell solutions.
• Drive license retention and identify new logos to support commercial goals.
• Manage user onboarding and partner with users to improve data-driven decisions.
• Develop and maintain strong cross-functional relationships to complete delivery tasks.

Skills

Analytical skills

Communication skills

Presentation skills

Client engagement

Project coordination

Education

Bachelor’s degree or equivalent

Tools

Word

Excel

PowerPoint

Job description

• You will act as a coach for our customers. Your coaching efforts will support our customers in implementing our products and solutions in ways that add value for their businesses, derive insights and ultimately support our customers in their strategic goals
• Engage with startup and fintech founders to help them join and get most value from our Innovation solutions and engagement programs
• Conduct product demonstration, training and hosting webinars
• Leads assigned delivery projects to ensure contractual objectives and delivery on-time goals are met
• 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
• 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
• Realise operational efficiencies in the way solutions are delivered to customers
• Demonstrate a commercial mindset in identifying cross-sell and up-sell of solutions
• Drive license retention and identify new logos to support commercial goals
• Manage user-onboarding process and effectively partner with users to improve their ability to leverage insights and data to drive business decisions
• Develops and maintains strong working relationships, with partners in other business functions to complete delivery and customer support tasks

Execute a data-driven approach to defining priorities and tracking successDemonstrating a customer success mindset focused on delivering solutions that are scalable, leverage innovative technologies, and delightful for end-usersExceptional analytical and quantitative problem-solving skillsDemonstrated ability to develop relationships with both mid- and executive-level customer contactsProven ability to work with both business and technology stakeholders; strong writer, presenter, and speakerEnthusiastic with the ability to inspire others and create a collaborative culture of teamworkProven experience working in Customer Delivery or Consulting fostering strong customer engagement, demonstrating value add to customers, and leading to successful product / project deliverablesFluent local office language and English required; other languages desirableComfortable with significant customer interaction and excited to build executive-level relationshipsBachelor’s degree or equivalent qualificationAdvanced Word, Excel, and PowerPoint skills required