Senior Specialist, Customer Success

MasterCard; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

MasterCard seeks a Senior Specialist in Customer Success for its RiskRecon division. This role focuses on customer engagement, satisfaction, and renewals for a diverse set of clients. Ideal candidates will have a background in account management within a SaaS setting and strong communication skills. Join a dynamic team in a high-growth cybersecurity space, where you will manage client relationships and enhance customer success outcomes.

Qualifications

• Experience with renewals-based business.
• Proven track record with enterprise accounts.
• Interest or background in cybersecurity.

Responsibilities

• Manage and engage with lower-touch tier of RiskRecon customers.
• Develop customer engagement strategies with CS management.
• Execute customer interactions surrounding annual subscriptions.

Skills

Customer Engagement

Communication

Organization

Leadership

Motivation

Interpersonal Skills

Education

5+ years experience in Third Party Risk or GRC

Experience in account management or client success role in SaaS

Tools

Salesforce.com

Job description

Job Title:

Senior Specialist, Customer Success

Overview:

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 Solutions 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 solution 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 the Sr. Specialist of the RiskRecon Customer Success Pool, you will be responsible for managing and engaging with the lower-touch tier of RiskRecon customers. Primary focus of the RiskRecon CS Pool team is on customer engagement, customer satisfaction, retention and renewals, with a secondary focus on growth and expansion. The Pool CSM’s will be part of the Customer Success team supporting and managing a large set of our customers on a more reactive basis. This role focuses on enabling and onboarding clients, developing and maintaining digital resources for all customers, and managing and facilitating the renewals for this set of customers. There will be an emphasis on scalable and repeatable customer outreach programs.


Key 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 in a timely manner all customer interactions surrounding their annual subscriptions and renewals.
• Work closely with the wider CS team as well as Finance and Sales to correctly position and close renewals in a timely manner.
• Positioning services and escalating pain points to the Sales and Customer Success team.
• Responsible for Renewals reporting and forecasting.
• Increase automation and customer engagement processes to increase customer engagement and CSAT.

All About You

Knowledge and Skills

You are:
• a self-starter and is passionate about technology.
• have excellent phone/verbal and written skills.
• effective working 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
• Comfortable working remotely

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 young, high growth company environment.
• Experience with Salesforce.com or equivalent CRM system.