Director, Onboarding & Customer Engagement

Mastercard

O’Fallon (MO)

On-site

USD 136,000 - 224,000

Full time

3 days ago

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Job summary

Mastercard seeks a Customer Engagement Manager – Onboarding to lead newly signed customers from late-stage sales through initial onboarding and transition to steady-state account management. You will serve as the primary customer relationship lead, ensuring a seamless handoff, high-quality onboarding, and collaboration with Product Delivery, Support, and other teams.

You will coordinate governance, manage risks, and educate customers on Mastercard processes while aligning with commercial

Qualifications

Relationship management with executive presence and stakeholder management.
Understanding of onboarding lifecycle, milestones, risks, and business terms.
Knowledge of revenue drivers, contract scope, and account growth opportunities.
Ability to simplify complex topics for executives and tailor messaging.
Ability to influence cross-functional teams in a matrix organization.
Focus on onboarding success and long-term customer outcomes.

Responsibilities

Late stage sales engagement to clarify objectives, scope, and expectations.
Own onboarding relationship with customer stakeholders and monitor sentiment.
Partner with Product Delivery to align objectives and track risks during onboarding.
Establish onboarding governance, prepare status summaries, and escalate risks.
Educate customers on Mastercard navigation and post-launch processes.
Lead the structured handoff to the long-term Account Manager post go-live.