Senior Specialist, Customer Success, Cybersecurity Payments

Mastercard; Ciudad de México; Presencial; MXN 800,000 - 1,200,000; Jornada completa

Descripción de la vacante

A leading company is seeking a Senior Specialist in Customer Success focused on Cybersecurity Payments. This role involves engaging with customers to enhance their experience and drive value through tailored strategies and solutions. The specialist will manage threat intelligence and collaborate with cross-functional teams to ensure customer satisfaction and retention.

Formación

• Experience leveraging insights from market analysis and customer engagements.
• Knowledge of payments technology or cybersecurity is a plus.

Responsabilidades

• Engage with stakeholders to assess proposed solutions and understand cyber threats.
• Develop training materials and customer-facing playbooks.
• Identify optimization opportunities for customers.

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 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, 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, which 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 solving 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 growth and safety of the Mastercard ecosystem.

Role

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 Senior Specialist for threat intelligence products, you will support the development and delivery of cybersecurity and payment fraud intelligence within the region. Responsibilities include managing threat intelligence solution utilization, overseeing regional revenue and risk management, and coordinating product launches. Additional duties involve localizing content, driving market awareness, positioning add-on services and consulting for regional sales, and gathering customer feedback to inform global product updates.

The primary responsibilities are in three areas: 1) customer engagement, 2) growing the business, and 3) technical and program readiness.

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 align with strategic goals through our products.
• Articulate key performance indicators related to cost, performance, and optimization, along with insights.

Growing the Business:

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

Technical & Program Readiness:

• Develop training materials, thought leadership, and customer-facing playbooks to support priorities and value propositions.
• Translate complex technical capabilities into clear, customer-centric solutions.
• Gather and report customer feedback to refine products and address pain points.

All About You

• Experience leveraging insights from market analysis and customer engagements to inform strategies and drive innovation.
• Knowledge of payments technology or cybersecurity (threat intelligence or risk management) is a plus.
• Experience using tools for data analytics and business intelligence on cyber threats, fraud, and risk.
• Ability to translate technical capabilities into effective customer solutions.
• Experience analyzing customer metrics and leveraging data for success initiatives.
• Creative thinking and developing innovative solutions for complex challenges.
• A collaborative, inclusive attitude with a focus on development.
• Experience working with technology, financial services, acquirers/processors, service providers, or digital platform partners.

#SecuritySolutions

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks come with inherent risks. Everyone working for or on behalf of Mastercard is responsible for information security and must:

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