Manager, Customer Success

Manager, Customer Success

**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**

Manager, Customer Success

Who is Mastercard?

Mastercard is a global technology company in the payments sector. We power payments and provide products and services for individuals and industries all around the world. Our people, technology, data and brand provide the capabilities that drive our success. We believe in connecting people to priceless possibilities.

As a company, we know that our success is driven by the skills, experience, integrity and mindset of the talent we hire. By building an inclusive, world-class culture, our employees have once-in-a-career opportunities to be a part of teams that have a greater impact on our community and our world. We invite you to join our team to find out how you too can start something priceless.

Overview:
The Priceless Platform team is looking for an Manager, Customer Success to focus on B2B customers leveraging the Priceless Platform. This role will be responsible for managing the customer relationship, ongoing support, and growth once launched to ensure ongoing and successful use of the Priceless Platform.

This role is customer-facing and supports the global B2B2C Priceless Platform team in retaining and maximizing the lifetime value of the platform for all customers and expanding customer implementations to drive cardholder engagement and usage. You will work with many stakeholders across the Priceless Platform team (including, but not limited to the integration team, regional leads, production team, supply team, development team, and operations team) and the broader Mastercard organization (including, but not limited to Legal, Privacy, Regional Marketing, Customer Account Management, and Data & Services teams).

Role:

- Act as client-facing account manager and project manager for various customers globally
- Become proficient in the technology capabilities of the Priceless Platform to develop and present solutions to meet customer needs
- Build mockups of UX flows, merchant, charity and product pages for review by partners, teammates, etc. for all content types, campaigns and programs.
- Collaborate with various internal teams (marketing/sales, loyalty, fulfillment, market partners, and accounting) to ensure seamless program launches and execution in a program management capacity.
- Measure program performance and develops metrics and specifications to track program performance. Delivers performance results on a regular cadence for customer, Custom Account Management teams, and internal leadership
- Experience leveraging multiple sources of data to identify insights for a customer or to serve as the basis for new customer strategies with the platform
- Foster team partnership with various internal teams (sales, content, marketing, D&S) regarding the health of a customer relationship and early warning of potential customer risk
- Drive customer renewals by demonstrating ongoing value and success.
- Ability to work in the platform admin tool to make updates to cobranded pages, merchandise, or troubleshoot
- Provide input into new functionality and overall process improvement and play a crucial role in testing new functionality prior to and following releases
- Partner with production and operations to ensure that products are properly built, descriptions are accurate and well-positioned and optimized for success.
- Identify opportunities for upselling/cross selling additional products/services
- Strengthen customer advocacy and case studies
- Prepare solution-oriented ideas around client integrations and recommend program improvements leveraging research, best practices, competitive audits, etc. and working with operations and dev to implement the ideas based on priority and need.

All About You:

- BA or equivalent education
- 6-8 years previous experience working in client-facing roles bringing solutions and projects to fruition
- Passion for helping customers and ensuring their success
- Ability to understand and relate to customer needs and concerns
- Comfortable working in a fast-paced environment with highly functioning team (dispersed globally), adjusting to changing priorities
- Creative problem-solving skills to leverage new ideas for customer engagement
- Extensive experience working with internal colleagues across functions and job families
- Storytelling skills to make customer success stories more impactful
- Demonstrated success building relationships and delivering results with global, mu