Customer Success Manager, Economics Intelligence Solutions

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

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.

Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation, and delivers better business results.

All About Us

The Client Services team is a key differentiator for Mastercard, providing innovative services that help our customers grow. Focused on thinking big and scaling fast around the globe, this agile team is responsible for end-to-end solutions for a diverse global customer base.

Leveraging data and insights garnered from within and beyond our network, we provide customers across industries and geographies with a tailored portfolio of solutions to address their business needs.

Within Mastercard Services, the Economic Intelligence (EI) products and solutions provide unique, tailored macro-economic and location insights across geographies, markets, and sectors, based on proprietary Mastercard, as well as third-party data.

By combining market intelligence and consumer buying behaviour, our compelling offerings for financial institutions, retailers, telecommunications organizations, travel companies etc. drive efficiency and value, enabling our customers to solve critical business problems. This role will lead initiatives to support the growth and scalability of the EI product suite in the region.

About the role

Make an Impact as a Customer Success Manager, Economics Intelligence Solutions that partners with customers and helps them drive measurable value by:

• Building strong credible relationships with our clients and internal stakeholders
• Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions
• Managing the delivery of new and complex EI products and solutions to our customers
• Partnering with our product and sales teams to ensure clear communication to our customers, including developing and maintaining customer support and sales materials
• Acting as the knowledge expert on EI products and solutions and the most effective means of implementations
• Reducing customer churn in supporting renewals and driving customer expansion.

Customer Success Manager, you will be working together with our Product team on executing a well-designed on-boarding experience and providing on-going support to our customers and Mastercard. You will develop a deep understanding of our product features and functionalities and how these can be utilized to drive value for our customers.

Your Responsibilities

• You will act as a coach for our customers. Your coaching efforts will support our customers in implementing our products and solutions in ways that add value for their businesses, ultimately supporting our customers in their strategic goals
• Conduct product demos, develop and deliver training sessions
• Create content and present insights in customer forums and consulting read-outs (virtually and in-person), positioning Mastercard as an industry leader with highly differentiated capabilities
• Engage with users to improve their ability to utilize our products and solutions to derive insights and support business decisions
• Partner closely with product teams to create new features that best serve our customers
• Research and deliver solutions for and respond to inquiries
• Liaise with internal sales and delivery teams to increase understanding of solutions
• Identify areas of improvement, track project & task updates, and identify clients at risk of churning

All About You

• Proven experience working in customer delivery or consulting fostering strong customer engagement, demonstrating value adds to customers, and leading to successful product/project deliverables
• Product-minded and focused on delivering solutions that are scalable and leverage cutting-edge technologies
• Proven ability to work with both business and technology stakeholders; strong writer, presenter and speaker
• Exceptional communication and inter-personal skills
• Ability to operate independently and tackle ambiguous problems
• Exceptional analytical, quantitative problem-solving and program management skills
• Enthusiastic about economics, data science and the intersection of payments and technology
• Ability to inspire others and create a collaborative culture of teamwork
• Demonstrated ability to develop relationships with both mid and executive-level/C-Suite customer contacts
• Has experience working with economics data; experience in capital markets, financial services, public sector, retail FP&A or consulting is a plus
• Willing and able to travel occasionally as required by business needs

All About Your Education & Skills

• Bachelor’s degree; economics or commerce highly regarded.
• Fluent English required, other languages desirable
• Comfortable with significant customer interaction and excited to build relationships across Asia-Pacific
• Advanced Excel and PowerPoint skills required

• An interest in learning new data skills, SQL, R and Python not required, but desirable

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.