Senior Specialist, Customer Success

Mastercard, Inc.; London; Remote; GBP 40,000 - 70,000; Full time

Job summary

A leading technology company is seeking a Customer Success Manager to enhance customer engagement and oversee renewals. The ideal candidate will have a background in account management within a SaaS environment, along with strong communication skills and a passion for technology. This role involves working closely with various teams to improve customer satisfaction and streamline processes for renewals.

Qualifications

• Experience in account management or client success role.
• Background in renewals-based business.
• Familiarity with cybersecurity.

Responsibilities

• Develop and implement customer engagement strategies.
• Manage customer interactions surrounding their subscriptions.
• Work with CS, Finance, and Sales teams to close renewals.

Skills

Communication

Organization

Leadership

Interpersonal Skills

Customer Engagement

Problem Solving

Education

5+ years in Third Party Risk or GRC

Experience in SaaS organization

Tools

Salesforce

Job description

Responsibilities:

• Work with CS management to develop and implement customer engagement strategies and workflows.
• Create and maintain, refine, and enhance the end-to-end customer journey for the lower touch RiskRecon customers.
• Execute all customer interactions surrounding their annual subscriptions and renewals in a timely manner.
• Work closely with the wider CS team, as well as Finance and Sales, to correctly position and close renewals promptly.
• Position services and escalate pain points to the Sales and Customer Success teams.
• Responsible for renewals reporting and forecasting.
• Increase automation and customer engagement processes to improve customer engagement and CSAT.

All About You

Knowledge and Skills

• You are a self-starter and passionate about technology.
• You have excellent phone, verbal, and written skills.
• You work effectively both in a team environment and independently.
• You possess excellent organization, motivation, leadership, and interpersonal skills.
• You are interested in cybersecurity and have some experience or background in this space.
• You are comfortable working remotely.

Experience and Education

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

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks entail inherent risks to the organization. Therefore, 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.