Senior Managing Consultant, Customer Success, Product Specialist

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 Managing Consultant, Customer Success, Product Specialist

Our Purpose
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. 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 Advisors Client Services team is a key differentiator for Mastercard, providing cutting-edge 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. We combine traditional management consulting with our rich data assets and in-house technology to provide our clients with powerful strategic insights and recommendations. We provide customers across industries and geographies with a tailored portfolio of solutions to address their business needs. Within Data and Services, the Business & Market Intelligence (B&MI) suite of products, aims to bring to market innovative solutions combing the power of consulting and technology. With compelling offerings for financial institutions, retailers, telecommunications organizations, travel companies and more, our services drive efficiency and value and enable our customers to solve business problems from end to end. The role will lead initiatives to support the growth and scalability of the B&MI product suite business in the region

All About the Role
Make an Impact as a Senior Managing Consultant, Customer Success Product Specialist, Advisors Client Services

Advisors CS-PS is an execution-oriented client facing competency that requires proven, accredited change skills and domain experience to partner with clients and help them drive measurable value by:
• Delivering new products and strategies to market smoothly and efficiently
• Successfully implementing technology assets and delivering a challenging transformation program to create the new business as usual
• Strengthening client’s internal skills, knowledge and experience in critical areas
• Transforming client processes and optimizing their management practices through the B&MI product suite

As a Senior Managing Consultant, Customer Success Product Specialist you will be responsible for the successful delivery and implementation of a comprehensive SaaS platform analytics solution that enables the ingestion & syndication of data to drive value for our clients.

In this role, you will be partnering together with our Product team on executing a well-designed on-boarding experience and providing on-going support to our clients. You will develop a deep understanding of product features / functionality and how these can be utilized to drive value for our clients

Your Responsibilities
• Support the build-up of a new Customer Success Product Specialist function and team aligning with other Mastercard teams such as Product, Finance, Sales on regional product goals
• Act as a coach to our Customer Success Product Specialists and Managers for them to become coaches to our customers in implementing our products and solutions in ways that add value for their businesses, ultimately supporting our customers in their strategic goals
• Help implement the operating model for the new function, including establishing processes, governance structures, driving team objectives, help conduct product demos, deliver training sessions,
• Support new product launches in the region through creating product awareness, identify user targets and support technical onboarding
• Engage with users to improve their ability to utilize our products and solutions to derive insights and support business decisions
• Identify areas of improvement, track project updates and identify clients at risk of churning
• Support troubleshooting of problems and issues; recommend processes to improve platform adoption and usage
• Partner closely with product teams to create new features that best serve our customers
• Support regional activities within the B&MI program and management team
• Represent the voice of the customer and influence the product development roadmap
• Support sales team as product specialists, providing sales enablement materials/trainings and support when needed

All About You
• Experience in delivery of SaaS solutions or data products
• Proven experience working in Customer Delivery or Consulting fostering strong customer engagement, demonstrating value add to customers, and leading to successful product / project deliverables
• Product-minded and focused on delivering solutions that are scalable, leverage cutting-edge technologies, and ultimately delightful for end-users
• Proven ability to work with both business and technology stakeholders; strong writer, presenter and speaker (Advanced Word, Excel and PowerPoint skills)
• Enthusiastic and authentic leader with the ability to inspire others and create a collaborative culture of teamwork, accountability, open communication, and organizational effectiveness
• Exceptional analytical and quantitative problem-solving skills
• Demonstrated ability to develop relationships with both mid- and executive-level customer contacts

All About Your Education & Skills 
• Bachelor’s degree or equivalent qualification.
• Fluent local office language and English required; other languages desirable 
• Comfortable with significant customer interaction and excited to build relationships 
• Advanced Word, Excel, and PowerPoint skills 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.