Senior Specialist, Customer Success

Overview

Senior Specialist, Customer Success — MastercardOverview: 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.Responsibilities

Own the post-sales customer journey for assigned accounts, including onboarding, adoption, strategic business reviews, and renewals.Work closely with the Sales team to identify upsell opportunities and renewal risks.Define goals, success plans and key performance indicators with customers.Apply project management and communication skills to ensure long-term success and widespread use of RiskRecon through workshops, review sessions, training, and best practices.Promptly respond to prospect and client issues, coordinating escalation with Operations, Technical Support and other internal resources.Conduct Strategic Business Reviews to review goals, adoption and future opportunities.Build relationships with technical resources and key decision makers within accounts.Proactively engage account stakeholders to ensure positive renewal outcomes.Use data and metrics to assess client progress, feature adoption, and overall health status.Represent the voice of the client within RiskRecon, manage escalations, and present new use cases to Product.Identify opportunities to improve client-facing tools, documentation, and training materials.Knowledge and Skills

You are a self-starter and are passionate about security technology.Excellent verbal and written communication skills.Ability to work effectively in both a team environment and independently.Strong organizational, motivational, leadership and interpersonal skills.Interested in cybersecurity with some experience or background in this space.Experience and Education

Knowledge and experience of a renewals-based business.Experience in an account management or client 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 and maintaining relationships at all levels.Previous customer-facing experience.Prior experience in a high-growth company environment.Experience with Salesforce.com or an equivalent CRM system.Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization. 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 information being accessed;Report any suspected information security violation or breach;Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.Role Details

Seniority level: AssociateEmployment type: Full-timeJob function: OtherIndustries: Financial Services, IT Services and IT Consulting, Technology, Information and InternetNote: This description reflects the responsibilities, qualifications and requirements for the role as described in the posting. It does not include any external postings or referrals ..... full job details .....