Senior Specialist, Customer Experience and Engagement

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Senior Specialist, Customer Experience and Engagement

Overview:

Mastercard is a global technology company behind the world's fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless®.

Mastercard Cybersecurity is one of Mastercard's fastest growing business units and is responsible for developing technologies and solutions that provide safe, secure, and frictionless interactions for Mastercard's customers and partners. RiskRecon by Mastercard, is a high growth business focused on enabling organizations to dramatically improve their third-party risk management programs. Our automated solution produces analyst-quality, risk-prioritized action plans that enable efficient prioritization of third-party security risks and constructive collaboration with vendors.

RiskRecon serves many well-known organizations - large banks, healthcare, insurance, energy, business services and other global companies.

Role:

As RiskRecon Customer Success team member, you will own your customers' entire post-sales client lifecycle. This includes onboarding, adoption, strategic business review, and renewals. You will work closely with our Sales team to identify upsell opportunities and renewal risks. As a Customer Success Manager, you will be responsible for working with new and existing clients to ensure their RiskRecon journey - from purchase to renewal - is successful and effectively managed.

Your mission is to become a trusted advisor and to create an exceptional client experience using the RiskRecon solution. Your goals are to drive high levels of client satisfaction, great renewal rates, and sales add-on opportunities.

Key Responsibilities:

• Work with assigned customers to define goals, success plans and key performance indicators.
• Apply project management and communication skills to help clients ensure long-term success and widespread use of RiskRecon through hands-on workshops, regular review sessions, training, and best practice sessions.
• Promptly respond to prospect and client issues/concerns and coordinate escalation of issues with Operations, Technical Support and other internal resources.
• Conduct Strategic Business Reviews with assigned accounts to review goals, adoption and future opportunities.
• Build relationships with technical resources and key decision makers within your accounts.
• Proactively engage those within the account to ensure positive renewal outcome.
• Use data and gather metrics to regularly assess client progress, adoption of new features and maintain positive health status.
• Be the "voice of the client" within RiskRecon and identify enhancement requests, manage client escalations where needed, and present new customer use cases to Product.
• Identify opportunities to improve client-facing tools, documentation, and training materials.

All About You

Knowledge and Skills
You are:
• Self-starter and passionate about technology.
• Excellent verbal and written skills.
• Effective working in both a team environment and independently.
• Excellent organization, motivation, leadership and interpersonal skills.
• Interested in cybersecurity and have some experience or a background in this space.
• Comfortable working remotely.

Experience and Education

You have:
• Bachelor's degree or equivalent.
• 5+ years' experience in a customer success role within a SaaS organization and/or 5+ years' experience in Third Party Risk or GRC.
• Proven track record of working with enterprise accounts, with the ability to create and maintain relationships at all levels.
• Previous customer-facing experience.
• Experience with Salesforce.com or equivalent CRM systems.

Mastercard is an 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. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact [email protected] 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.