Director, Customer Success, Transfer Solutions, AP

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

Director, Customer Success, Transfer Solutions, APOverview:
Do you enjoy building and leading a team that manages key customer relationships, negotiates and wins complex deals, and helps customers meet and exceed growth targets? Are you passionate about cutting edge innovation in domestic and cross-border money movement?

The AP Mastercard Move team develops and maintains relationships with some of the largest merchants, fintechs, acquirers, and banks in support of their money movement needs. We bring innovative products and solutions to customers to enhance their money movement offerings with world class card and non-card capabilities alike. We are seeking an experienced sales leader to join the team to lead the Mastercard Move Customer Success team. This team's objective is to scale our existing portfolio customer relationships. A team of strong relationship managers and product sales specialists that are passionate about helping our customers scale their usage of Mastercard Move products by solutioning, upselling, cross-selling, and incentivizing incremental volume. This role provides a unique opportunity to drive real change and meaningful revenue; while transforming the way we engage with our key customers.

Job Description / Roles & Responsibilities
Grows relationships with key customers in AP, by engaging with customers on a regular basis and identify opportunities to scale

• Open new use cases

• Open new receiving corridors / markets

• Enable Move VAS capabilities as needed

• Cross-sell other relevant Mastercard services (e.g. consulting, fraud detection tools)

• Recommend best practices to customers (examples from other markets and similar customer segments)
Develop, implement, and own the customer success strategy

• Identify revenue growth opportunities jointly with customers

• Inform product roadmap by consolidating and sharing customer growth inhibitors

• Own end responsibility to enable new use cases, repricing, new partnership terms, volume growth, and optimization opportunities

• Oversee the creation of "best practices" materials to guide the team and ensure consistency in customer communication and engagement

• Own persistent customer issuers and resolve working internally across Mastercard product, customer support, and operations teams
Key KPIs /Performance metrics

• Volumes and revenue growth of existing clients

All About You:

• Deep payments industry experience. Knowledge of domestic and/or cross-border disbursements and money movement

• Strong experience in sales of complex payments products or services to financial institutions, fintechs, and merchants

• Proven leadership skills and ability to build, motivate, and collaborate with cross functional teams to meet key business objectives

• Experience managing complex pricing and contract negotiations, and/or related experience in data driven decision making

• Ability to form and articulate a strategic vision to a senior audience both internally and externally

• Expert relationship building and management skills. Ability to build trust and credibility with key customers and convey confidence, knowledge, and understanding of customer roadmaps and goals

• Effective Communications – story telling, visual presentation, thinking on your feet, handling customer objections and questions

• Influencing/Value Selling – understanding prospect needs and how they define value, adapting your message to the audience, illustrating value over features

• Sales- scoping, qualification, proposal writing, presentations, closing and customer agreements

• Solutions Development – presenting solutions to solve real pain points, clearly communicating value

• Bachelor's degree, master's preferred

• Some travel required

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.

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