Senior Specialist, Customer Success

MasterCard; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

Mastercard is seeking a Senior Specialist, Customer Success to drive adoption, satisfaction and long-term value for Start Path Advisors CS-SPD in Canada. You will manage complex product deliveries, engage startup and fintech clients, and partner with product and sales teams to ensure successful outcomes.

The role emphasizes coaching, customer engagement and a data-driven approach to prioritize work and realize business impact.

Qualifications

• Advanced Word, Excel, and PowerPoint skills are required.
• Fluent English and the local office language; other languages are a plus.

Responsibilities

• Lead customer success initiatives and delivery of complex products and services.
• Build strong relationships with clients and internal stakeholders to drive value.
• Act as voice of the customer and translate insights into product improvements.
• Drive customer adoption, retention, and cross-sell opportunities.

Skills

Word

Excel

PowerPoint

Education

Bachelor’s degree or equivalent

Job description

Title and Summary Senior Specialist, Customer Success

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.

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. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

All About Us

The Advisors Client Services team is a key differentiator for Mastercard, providing 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. 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 Business & Market Intelligence (B&MI) 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 B&MI product suite business in the region.

All About the Role

The Associate Managing Consultant, Customer Success Product Specialist for the Start Path Corporate Membership is responsible for driving customer adoption, satisfaction, retention, and long-term value realization for Start Path 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:

• Project management and delivery of new and complex products, platforms and services to market smoothly and efficiently
• Building strong credible relationships with our clients and internal stakeholders
• Act as ‘voice of the customer’ internally and use these valuable feedback / insights to drive customer experience
• Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions
• Acting as the knowledge expert on products and solutions and the most effective means of implementation

As an Associate Managing Consultant, you will develop a deep understanding of our product features & functionalities and be responsible for the successful delivery of our solutions (where required) that drives value for our clients.

Your Responsibilities

• You will act as a coach for our customers. Your coaching efforts will support in enabling customers to leverage the Start Path Corporate Membership program to 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.
• Organize, plan and execute the Discovery Sessions and Quarterly Innovation Reviews with customers to share the program insights
• Conduct product demonstration, training and hosting webinars.
• Leads assigned delivery projects to ensure contractual objectives and delivery on-time goals are met.
• Lead and oversee delivery and implementation of innovation products, platforms, and services including Sandbox as a Service and Fintech Scanner
• Develop market scans for customers leveraging the Fintech Scanner solution
• 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.

All About You

• Proven experience working in Customer Delivery or Consulting fostering strong customer engagement, demonstrating value add to customers, and leading to successful product / project deliverables
• Execute a data-driven approach to defining priorities and tracking success
• Demonstrating a customer success mindset 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 and English required; other languages desirable.
• Comfortable with significant customer interaction and excited to build executive-level relationships.
• Advanced Word, Excel, and PowerPoint skills required.

Mastercard is a merit-based, inclusive, equal 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. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact [e-mail] 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

• 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
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program.

Everyone wants easier ways to pay; we invent them. Checkout lines are slow; we speed them along. Merchants want more sales; we give them data and insights. People need financial access; we connect them. Corporate purchasing is complicated; we make it simple. Commuters are busy; we speed them on their way. Governments need greater efficiencies; we help create them. Small businesses are virtual; we give them access to a world of buyers. Retailers want to fight fraud; we provide the tools.