Full Job Description
Title and Summary
Customer Success Manager, Economic Intelligence, Advisors Client Services
Our Purpose:
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation, and delivers better business results.
All About Us:
The Client Services 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. Leveraging data and insights garnered from within and beyond our network, we provide customers across industries and geographies with a tailored portfolio of solutions to address their business needs. Within Services, the Economic Intelligence (EI) Solutions provide unique, tailored macro-economic and location insights across geographies, markets, and sectors, based on proprietary Mastercard, as well as third-party data. By combining market intelligence and consumer buying behavior, our compelling offerings for financial institutions, retailers, telecommunications organizations, travel companies etc. drive efficiency and value, enabling our customers to solve critical business problems. The role will lead initiatives to support the growth and scalability of the EI product suite in the region.
All about the Role:
Make an Impact as a Customer Success Manager, Economics Intelligence Solutions, Advisors Client Services
Advisors Client Services is a client-facing team that partners with customers and helps them drive measurable value by:
• Building strong credible relationships with our clients and internal stakeholders
• Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions
• Analyzing and synthesizing Mastercard proprietary data and third-party data to generate valuable and actionable insights, helping our clients make strategic business decisions
• Managing the delivery of new and complex EI products and solutions to our customers
• Partnering with our product and sales teams to ensure clear communication to our customers, including developing and maintaining customer support and sales materials
• Acting as the knowledge expert on EI products and solutions and the most effective means of implementations
• Reducing customer churn in supporting renewals and driving customer expansion.
As a Junior 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 act as a coach for our customers. Your 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
• Conduct product demos, develop and deliver training sessions
• Conduct in-depth analysis of North American macroeconomic and microeconomic trends to assess their influence on consumer spending behaviors across the region
• Work with data scientists and consulting teams to explore alternative data to push the boundaries in more traditional economics
• Create content and present insights in customer forums and consulting read-outs (virtually and in-person), positioning Mastercard as an industry leader with highly differentiated capabilities
• Engage with users to improve their ability to utilize our products and solutions to derive insights and support business decisions
• 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
• Liaise with internal sales and delivery teams to increase understanding of solutions
• Identify areas of improvement, track project & task updates, and identify clients at risk of churning
Qualifications
All About You
• Proven experience working in Customer Delivery or Consulting fostering strong customer engagement, demonstrating value add to customers, and leading to successful product/project deliverables
• Product-minded and focused on delivering solutions that are scalable and leverage cutting-edge technologies
• Proven ability to work with both business and technology stakeholders; strong writer, presenter and speaker
• Exceptional communication and inter-personal skills
• Ability to operate independently and tackle ambiguous problems
• Exceptional analytical, quantitative problem-solving and program management skills
• Enthusiastic about economics, data science and the intersection of payments and technology
• Ability to inspire others and create a collaborative culture of teamwork
• Demonstrated ability to develop relationships with both mid and executive-level/C-Suite customer contacts
• Has experience working with economics data (e.g., Statistics Canada, Bureau of Labour Statistics, and Bureau of Economic Analysis, etc.); experience in capital markets, financial services, public sector, retail FP&A or consulting is a plus
• Willing and able to travel occasionally as required by business needs
All About Your Education & Skills
• Bachelor's or Master's degree; specialization in Economics preferred.
• Fluent English required, other languages desirable
• Comfortable with significant customer interaction and excited to build relationships across North America
• Advanced Excel and PowerPoint skills required
• An interest in learning new data skills, SQL, R and Python not required, but desirable
Base Salary: 115,000-155,000 CAD
In line with Mastercard's total compensation philosophy and assuming that the job will be performed in Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program. This posting reflects one or more current openings on our team.
