Senior Specialist, Customer Success

MasterCard; London; On-site; GBP 50,000 - 90,000; Full time

Job description

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

Senior Specialist, Customer Success 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:

1. Work with CS management to develop and implement customer engagement strategies and workflows.
2. Create and maintain Refine and enhance the end-to-end customer journey for the lower touch RiskRecon customers.
3. Execute in a timely manner all customer interactions surrounding their annual subscriptions and renewals.
4. Work closely with the wider CS team as well as Finance and Sales to correctly position and close renewals in a timely manner.
5. Positioning services and escalating pain points to the Sales and Customer Success team.
6. Responsible for Renewals reporting and forecasting.
7. 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.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that 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, and
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.