Manager, Customer Success, Cybersecurity Payments

Mastercard; Ciudad de México; Presencial; MXN 600,000 - 800,000; Jornada completa

Descripción de la vacante

Mastercard is seeking a Regional Customer Success Manager to enhance customer satisfaction and retention in cybersecurity payments. The role focuses on managing threat intelligence solutions, engaging with customers, and driving business growth through innovative strategies. Ideal candidates will have a strong background in data analytics and cybersecurity, with a proven ability to translate technical capabilities into customer-centric solutions.

Formación

• Experience with tools and technology for data analytics and business intelligence.
• Knowledge of payments technology or cybersecurity is a plus.

Responsabilidades

• Manage threat intelligence solution utilization and oversee regional revenue.
• Develop training materials and customer-facing playbooks.
• Engage with stakeholders to assess proposed solutions.

Conocimientos

Data Analytics

Cybersecurity

Customer Engagement

Creative Thinking

Descripción del empleo

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, 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

Manager, Customer Success, Cybersecurity Payments Overview

Services within Mastercard are responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution.

To drive more consistency and alignment across Customer Success (CS) in Services, we are establishing new Regional Customer Success teams. These teams will play a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. As advocates for the customer experience, this team is accountable for identifying and resolving customer issues that prevent them from realizing value from products in the fraud and card operations areas.

This team will work collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy. Key outcomes include qualified leads for value expansion and feedback for product and process improvements. By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and safety of the Mastercard ecosystem.

Responsibilities

Customer success plays a pivotal role in ensuring that customers achieve their desired outcomes while maximizing the value of the company's products and services. As a Regional Customer Success Manager for threat intelligence products, you will support the development and delivery of cybersecurity and payment fraud intelligence within the region. Your responsibilities include managing threat intelligence solution utilization, overseeing regional revenue and risk management, and coordinating product launches. Additional duties involve localizing content (narratives, value propositions), driving market awareness internally and externally, positioning add-on services and consulting for regional sales, and gathering customer feedback to inform global product updates. Developing relationships and engagement with customers to ensure product utilization and value is crucial.

The primary responsibilities are categorized into three areas:

1. Customer Engagement

• Engage with stakeholders to assess the viability of proposed solutions and understand cyber threats in financial and payment sectors.
• Identify optimization opportunities for customers to drive value and meet strategic goals through our products.
• Articulate key performance indicators related to cost, performance, and optimization, along with associated insights.

1. Growing the Business

• Leverage Mastercard Services’ offerings to help customers achieve their goals and realize value propositions of Mastercard products.
• Identify opportunities for additional Mastercard products to create greater value and impact.
• Evaluate business models, partnerships, and agreements to ensure product viability supported by data.

1. Technical & Program Readiness

• Develop training materials, thought leadership, and customer-facing playbooks to support priorities and the value proposition.
• Translate complex technical capabilities into effective, customer-centric solutions.
• Gather and report customer feedback on product gaps and pain points to refine value propositions and improve products.

All About You

• Leverage insights from market analysis, customer engagements, and opportunities to inform decisions, drive innovation, and maintain competitive advantage.
• Knowledge of payments technology or cybersecurity (threat intelligence or risk management) is a plus.
• Experience with tools and technology for data analytics and business intelligence on cyber threats, fraud, risk, and vulnerabilities.
• Proven ability to translate technical capabilities into clear, customer-centric solutions.
• Experience analyzing customer metrics and using data to drive success initiatives.
• Track record of identifying new opportunities to enhance customer partnerships.
• Creative thinking and developing innovative solutions for complex challenges.
• Ability to work seamlessly with diverse, high-performing teams and foster an inclusive culture.
• Experience working with large and emerging technology, financial services, acquirers/processors, service providers, or digital platforms.

#SecuritySolutions

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks carry inherent risks. Everyone working for or on behalf of Mastercard must:

• Abide by Mastercard’s security policies and practices.
• Ensure the confidentiality and integrity of accessed information.
• Report any suspected security violations or breaches.
• Complete all mandatory security trainings as per guidelines.