Mastercard Network Solutions Strategist

1 week ago

Fatih, Istanbul, Turkey Mastercard Full time

Customer Success in Services

The Services organization 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.

To drive more consistency and alignment across Customer Success (CS) in Services, we are standing up new Regional Customer Success teams. These teams will play a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services.

This team is accountable for a good onboarding experience, providing ongoing strategic support, and fostering long-term relationships. They work collaboratively with cross-functional teams to address customer needs, gather feedback for product improvements, develop tailored strategies that enhance customer satisfaction and retention, build customer advocacy to support our B2B marketing campaigns, and create leads for value expansion for our Business Development teams.

Responsibilities:

  1. Customer Engagement:
  • Cultivate a strong customer partnership through a deep understanding of their business and managing customer health and value realization during network product launch and post-sale.
  • Identify optimization opportunities for customers with the goals of driving customer value and enhanced strategic goals through our products.
  • Articulate key performance indicators related to cost, performance and optimization and the insights associated with them.
Growing the Business:
  • Leverage Mastercard Services' offerings to achieve customer goals and realize value propositions of Mastercard products.
  • Identify opportunities for additional Mastercard products to create greater value potential for customers and enhance impact of Network Product offerings.
  • Ability to work with highly technical internal solutions and identify information that will inform customer decision-making and enable enhanced visibility into achieving product value realization.
Technical & Program Readiness:
  • Develop training materials, thought leadership, and customer-facing playbooks that can be scaled internally and externally to support customer priorities and Customer Success value proposition.
  • Translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner.
  • Support in creation of tools to scale deliverable customer-facing insights on behalf of Mastercard Network Solutions and Customer Success teams.

About You:

You will be an enthusiastic manager of talent who builds, energizes and unlocks the potential of a diverse high performing team, nurtures a winning and inclusive culture, and a focus on development at the individual and team level.

You should have advanced experience working with both large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners.

You will need knowledge and understanding of payments technology and application of that knowledge to address customer/market needs.

You will also have a successful track record of identifying 'next opportunity' for customers to partner with Mastercard to further enhance the strength and value of the partnership for both parties.

You should have a successful record in developing and implementing sustainable customer success strategies that align with the organization's goals.

You must have extensive experience in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth.

You should be highly skilled at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage.

You will have experience in creative thinking and development of innovative solutions to complex customer challenges.

You must demonstrate experience building and maintaining relationships with the ability to create followership by generating value with key stakeholders across the organization.

You should have advanced ability to translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner.

Security Responsibility:

  • 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.
  • Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

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