Job Title

Manager, Partner Customer Success - Identity Verification Services (London)

Overview

Identity Verification Services is part the Mastercard Services organisation. Identity Verification Services is seeking an experienced Partner Manager or Customer Success Manager to successfully manage of portfolio of strategic B2B partners, utilizing Mastercard services to manage risk and fraud. The Partner Customer Success Manager will support partners from onboarding to ongoing relationship support. This person will act as a client advocate within a matrixed organization. This role reports to the Director, Global Partner Customer Success.

The Role:

• Maintain and nurture a book of diverse Partners across the UK and Europe
• Navigate a global, matrixed organisation to be and internal advocate for your partner and support the growth strategies of other Mastercard Customer Success teams.
• Work cross-functionally with data science, product, sales and marketing teams to ensure the highest customer satisfaction and successful product implementation.
• Grow and expand client relationships by regularly communicating and meeting in-person with these partners
• Identify areas of opportunity and/or concern based on usage patterns, data inputs, response time, and regular communication with partners, including the evaluation of new products and use cases for your partners.
• Become a subject matter expert in identity verification and fraud prevention scenarios and methods, including machine learning, modelling, behaviour and device profiling.
• Build competence with a variety of monitoring, troubleshooting and analytical tools (including Tableau and Grafana) to synthesize customer insights and support future growth.
• Successfully drive contract renewals to expand the existing business with clients in both volume and revenue.
• Create and present quarterly business reviews (QBR's) and be comfortable and confident interacting with C-Suite
• Represent the voice of the customer; ensure the company provides client-minded products and services that meet the needs expressed by the markets
• Participate in internal projects and initiatives to ensure Mastercard's Identity Customer Success team is providing the best-in-class service
• This is a permanent, full-time position, with regular travel required

All About You - Core Competencies and Skills

• Excellent communication and interpersonal skills.
• 5+ years' experience in B2B Customer Success or Account Management in a payments or ecommerce organisation. Partner Management experience preferred
• Commercial acumen with experience negotiating deals of $250K+ annual revenue
• Experience communicating about API and SDK products with different levels of staff including engineering, data science and project management, business, C-level both internally and externally
• Exceptional written, verbal communication, and presentation skills
• Ability to prioritize tasks effectively under limited supervision
• Exceptional attention to detail and passionate about advocating for Customer Success
• Comfort and experience managing legal processes including contract and DPA negotiation.
• Fluency with the Microsoft Office Suite and Salesforce, with Tableau and Salesforce Service cloud a plus
• Adaptability to expanding organization priorities, including learning to manage additional products.

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.