Senior Analyst, Customer Success Insights

Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

Services within Mastercard is 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.

Overview

The Security Solutions group within Mastercard is 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.

The Identity Client Success Operations and Insights (CSOI) group is looking for a customer savvy, analytically minded individual to join us in our mission of enabling market-facing teams to have actionable, outcome-driven customer interactions through strong data insights.

This is a key support role within our CS Insights team. Your primary focus will be utilizing customer data to tell a story that our market-facing teams can use to cultivate and grow relationships with some of the largest organizations in the world. You'll also act as the point person with our small-to-medium business (SMB) client success group, helping them support our extensive SMB customer base in aggregate.

Ideal candidates will come from an existing Client Success Management/Operations/Analytics role in the SaaS space. If you're a customer-facing professional looking to transition into a more data-oriented/operations role, or if you're in that kind of role and want to expand your skillset to include working with a wide variety of internal stakeholders while learning about the Payments space, this is for you.

In this role, you will:
• Assist in the creation of customer-ready collateral by extracting, manipulating, and analyzing various formats of data.
• Work with the SMB Client Success team via administrative triage and occasional support-ticket management.
• Summarize insights in a concise and clear way for internal and external audiences
• Create and maintain customer integration monitoring workflows
• Establish rapport with internal, technical teams (i.e. Product, Data Science) to further the CSOI team's support and influence within the broader Mastercard Identity and Security Solutions space.
• Execute on strategies around improving current workflows within the CSOI group, special projects, content creation and client success enablement.
• Provide support to our Operations team, including management and tracking of vital administrative workflows as they relate to our market-facing teams.
• Align with the CS team-leads and internal groups on data-driven strategies for aggregated customer engagement and growth
• Compile customer feedback for internal audiences to help improve existing products and develop new ones.

All About You:
• SaaS CSM, Operations or Analytics background, including a deep understanding of the post-close customer lifecycle.
• Proven ability to translate data into actionable, customer-ready insights.
• Track record of process improvement and/or development, with an eye for scalability and efficiency.
• Customer-centric mindset, ability to cultivate engagement across multiple verticals and business sizes.
• History of using/understanding data visualization and management tools (i.e. Tableau, Splunk, PowerBI)
• Strong internal and external communication skills; a history of successful advocacy for your projects/ideas is a bonus.
• Extremely detail oriented, with strong time-management principles
• Knowledge of the Payments/Financial Services space is a plus.

Mastercard is a merit-based, 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. We hire the most qualified candidate for the role. 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.

Pay Ranges
Vancouver, Canada: $78,000 - $129,000 CAD