Customer Success Manager, Team Lead

All About Us

The Client Service team is a key differentiator for Mastercard, providing the innovative services that help our customers grow. Focused on thinking big and scaling fast around the globe, this agile team is responsible for end-to-end solutions for a diverse global customer base. We provide customers across industries and geographies with a tailored portfolio of solutions to address their business needs. Within Data and Services, the Mastercard Business Intelligence suite of products, aims to bring to market innovative solutions combing the power of consulting and technology. With compelling offerings for financial institutions, retailers, telecommunications organizations, travel companies and more, our services drive efficiency and value and enable our customers to solve business problems from end to end. The role will lead initiatives to support the growth and scalability of the MBI product suite business in the region

All About the Role

Make an Impact as a Customer Success Manager, Manager, Specialized Product Delivery (SPD), Advisors Client Services

Advisors Specialized Product Delivery is a client-facing team driving customer success for Mastercard Services, Data and Platforms by:

• Building strong credible relationships with our clients and internal stakeholders
• Act as 'voice of the customer' internally and use these valuable feedback / insights to drive customer experience
• Reduce customer churn in supporting renewals and driving customer expansion
• Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions
• Acting as the knowledge expert on products and solutions and the most effective means of implementations
• Collaborate cross functionality with product, sales, and marketing teams to align customer insights with business strategies. Identify growth opportunities including selling Mastercard products and services.

As a Customer Success Manager, you will be working together with our Product team on executing a well-designed on-boarding experience and providing on-going support to our customers and Mastercard. You will develop a deep understanding of our product features & functionalities and how these can be utilized to drive value for our customers

Your Responsibilities

You will lead a team of customer success managers including driving objectives, supporting their career development, day-to-day guidance, escalation management and aligning with other Mastercard teams such as Product, Finance, Sales on global product goals

You will act as a coach for our customers. Your proactive coaching efforts will support our customers in implementing our products and solutions in ways that add value for their businesses, ultimately supporting our customers in their strategic goals

Partners with the sales teams with a commercial mindset to ensure clear & required solution definition for the client with a proposed implementation plan

Acts as the knowledge expert on new and complex products and the most effect means of delivery

Conduct product demos, develop and deliver training sessions and/or workshops

Engage with users to understand current needs and paint points and thereby improve their ability to utilize our products and solutions to derive insights and support business decisions

Partner with our product and sales teams to ensure clear communication to our customers, including developing and maintaining customer support and sales materials

Partner closely with product teams to create new features that best serve our customers

Research and deliver solutions for complex problems and respond to inquiries
Program management and delivery of new and complex products, platforms and services to market smoothly and efficiently

Identify areas of improvement, track project & task updates, and identify clients at risk of churning

Drive operational activities like billing code requests, bulletin publications, monthly billing accuracy, salesforce accuracy, opt-out monitoring, actuals and forecast revenues review, cost, and product performance reporting

Manage Escalations effectively - providing proactive solutions to address customer challenges

Drive usage and engagement of the products across the MBI suite.

All About You

• Experience in a customer success role in business intelligence or data products
• Proven experience working in Customer Delivery or Consulting fostering strong customer engagement, demonstrating value add to customers, and leading to successful product / project deliverables.
• Demonstrating a customer centric mindset focused on delivering solutions that are scalable, leverage innovative technologies, and delightful for end-users
• Ability to lead and manage a strong team
• Proven ability to work with both business and technology stakeholders; strong writer, presenter, and speaker (Advanced Word, Excel, and PowerPoint skills)
• Enthusiastic and authentic leader with the ability to inspire others and create a collaborative culture of teamwork, accountability, open communication, and organizational effectiveness.
• Exceptional analytical and quantitative critical thinking skills
• Demonstrated ability to develop relationships with both mid- and executive-level customer contacts.

All About Your Education & Skills
• Bachelor's degree or equivalent qualification.
• Fluent local office language and English required; other languages desirable.
• Comfortable with significant customer interaction and excited to build relationships.
• Advanced Word, Excel, and PowerPoint skills required.

Toronto Base Salary Range: 122,000-195,000 CAD

Mastercard is an inclusive equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.