Title and Summary

Senior Specialist, Customer Success

The Associate Managing Consultant, Customer Success Product Specialist for the Start Path Corporate Membership is responsible for driving customer adoption, satisfaction, retention, and long-term value realization for Start Path

Advisors CS-SPD is an execution-oriented client facing competency that applies proven, accredited change skills and domain experience to partner with clients and help them drive measurable value by:
• Project management and delivery of new and complex products, platforms and services to market smoothly and efficiently
• 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
• 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 implementation

As an Associate Managing Consultant, you will develop a deep understanding of our product features & functionalities and be responsible for the successful delivery of our solutions (where required) that drives value for our clients.

Your Responsibilities
• You will act as a coach for our customers. Your coaching efforts will support in enabling customers to leverage the Start Path Corporate Membership program to add value for their businesses, derive insights and ultimately support our customers in their strategic goals
• Engage with startup and fintech founders to help them join and get most value from our Innovation solutions and engagement programs.
• Organize, plan and execute the Discovery Sessions and Quarterly Innovation Reviews with customers to share the program insights
• Conduct product demonstration, training and hosting webinars.
• Leads assigned delivery projects to ensure contractual objectives and delivery on-time goals are met.
• Lead and oversee delivery and implementation of innovation products, platforms, and services including Sandbox as a Service and Fintech Scanner
• Develop market scans for customers leveraging the Fintech Scanner solution
• Research and deliver solutions for complex problems and respond to inquiries
• Identify areas of improvement, track project & task updates, and identify clients at risk of churning
• Act as a liaison between the client and product development teams and assist with prioritization of client requested platform enhancements, customization, and/or client specific features.
• Realise operational efficiencies in the way solutions are delivered to customers
• Demonstrate a commercial mindset in identifying cross-sell and up-sell of solutions
• Drive license retention and identify new logos to support commercial goals
• Manage user-onboarding process and effectively partner with users to improve their ability to leverage insights and data to drive business decisions.
• Develops and maintains strong working relationships, with partners in other business functions to complete delivery and customer support tasks.

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
• Execute a data-driven approach to defining priorities and tracking success
• Demonstrating a customer success mindset focused on delivering solutions that are scalable, leverage innovative technologies, and delightful for end-users
• Proven ability to work with both business and technology stakeholders; strong writer, presenter, and speaker.
• Exceptional analytical and quantitative problem-solving skills
• Enthusiastic with the ability to inspire others and create a collaborative culture of teamwork.
• 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 executive-level relationships.
• Advanced Word, Excel, and PowerPoint skills required.

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.