Senior Specialist, Customer Success | London, UK

Mastercard, Inc.; London; On-site; GBP 50,000 - 80,000; Full time

Job summary

Mastercard is seeking a Senior Specialist in Customer Success to enhance customer engagement for the RiskRecon division. This role involves managing client relationships, developing strategies for retention and renewals, and ensuring customer satisfaction in a dynamic environment. Ideal candidates will have a strong background in account management, excellent communication skills, and an interest in cybersecurity.

Qualifications

• Experience in a renewals-based business.
• Proven ability to work with enterprise accounts.
• Customer-facing experience.

Responsibilities

• Develop and implement customer engagement strategies.
• Manage customer interactions related to subscriptions and renewals.
• Increase automation to improve customer satisfaction.

Skills

Communication

Organizational

Leadership

Interpersonal

Motivational

Cybersecurity

Education

5+ years in Third Party Risk or GRC

Experience in account management or client success within SaaS

Tools

Salesforce.com

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, 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 manage and engage with the lower-touch tier of RiskRecon customers. The primary focus is on customer engagement, satisfaction, retention, and renewals, with a secondary focus on growth and expansion. The team supports and manages a large set of customers more reactively, focusing on onboarding, developing digital resources, and facilitating renewals. Emphasis will be 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, refine, and enhance the end-to-end customer journey for lower-touch RiskRecon customers.
3. Execute all customer interactions related to annual subscriptions and renewals in a timely manner.
4. Collaborate with the wider CS team, Finance, and Sales to position and close renewals promptly.
5. Position services and escalate pain points to Sales and Customer Success teams.
6. Manage renewals reporting and forecasting.
7. Increase automation and customer engagement processes to improve engagement and CSAT.

All About You

Knowledge and Skills

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

Experience and Education

• Knowledge and experience in a renewals-based business.
• Experience in account management or client success roles within a SaaS organization and/or 5+ years in Third Party Risk or GRC.
• Proven ability to work with enterprise accounts and maintain relationships at all levels.
• Previous customer-facing experience.
• Experience working in a high-growth, dynamic environment.
• Experience with Salesforce.com or similar CRM systems.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks carry inherent risks. Every employee or contractor must:

• Abide by Mastercard's security policies and practices;
• Ensure confidentiality and integrity of accessed information;
• Report any suspected security violations or breaches;
• Complete mandatory security training as per Mastercard's guidelines.