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MasterCard Senior Analyst, Product Integrations & Customer Success in Austin, Texas

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 (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) 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.

Job Title

Senior Analyst, Product Integrations & Customer Success

Position Title: Sr Analyst, Product Integrations & Customer Success (Gr. 7)

About Ethoca

At Ethoca, you’re applying for much more than a job. Where else are you going to get the opportunity to work with the most committed group of ecommerce business and technology innovators who are transforming the industry? And we’re winning the awards to prove it.

We want the bold. We demand the best. And we’re committed to giving you the opportunity to make the contribution only you can make. Ethoca is a place where risk-takers thrive, thought leaders excel and challengers make us better.

At Ethoca, we believe that ecommerce should be about one thing: commerce. Fraud and chargebacks disrupt the payments ecosystem and prevent merchants and card issuing banks from focusing on what really matters – increasing sales and creating a great customer experience. Thankfully, our suite of services changes all that.

Before Ethoca, merchants and issuers would identify thousands of confirmed fraudulent and disputed transactions in isolation. Unfortunately, they had no way to securely share this intelligence. Introduced in 2011, our flagship product – Ethoca Alerts – revolutionized the industry by closing this information gap and giving merchants an opportunity to stop fraud and chargebacks before they happen. We’re now expanding our product offering with our Consumer Clarity solutions. These new products are just the start of things to come as we are committed to retain our position as the most decorated Fraud & Chargebacks solution provider in the industry.

So now here’s the real question…do you want to join us?

The Position:

The Product Integrations & Customer Success Sr Analyst will have the responsibility of leading all activities related to the customer’s integration from the final stages of the sales process to go live. This customer-facing position plays a key role in supporting new accounts and/or updating existing integrations by partnering with the sales and account management teams to successfully integrate Ethoca products.

Our ideal candidate is someone who can ask the right questions to understand our customer’s needs and then recommend the best integration solution, build a plan, and stick to it. This person constantly looks to find a better way to get things done, thrives in a fun, fast paced and dynamic environment, and wants to combine their problem solving and communication skills to deliver exceptional experiences for our customers. If this ignites the spark in you and you have the skills we’re looking for, please keep reading.

Your Challenge:

• Own the end-to-end customer onboarding experience. Gather requirements, scope, configure systems and run functional testing to get the client production ready.

• Create a positive customer service experience by understanding and meeting customer needs quickly and professionally.

• Review current business and customer processes; identify and recommend new integration solutions that meet these requirements, improve customer and/or operational experience, and do so in a consultative way.

• Partner with our Sales and Account Management team by providing product and technical expertise during the pre-sales and sales process.

• Act as a conduit between internal and external stakeholders while successfully managing expectations and competing demands.

• Run online product demonstrations and customer training.

• Develop and maintain expertise on all internal systems and onboarding processes.

Required Skills and Experience:

• Experience in implementing API/SFTP B2B technology solutions ideally in fintech or SaaS (i.e. as a sales engineer, customer support, implementation manager)

• Enjoy interacting directly with Customers; and learning about their business

• Be a natural born project manager with a proven track record in handling multiple complex projects simultaneously. Previous exposure to project management methodology either formal or informal. Know how to solicit requirements, build a plan, execute against it

• You just don’t manage tasks; but you’re a savvy collaborator. You bring people together to achieve a goal

• Clear and effective communicator capable of working with multiple internal and external stakeholders (i.e. client management, customer service, technical resources, project managers, business leads, product managers)

• Have a keen eye for detail and the ability to get a configuration right first time.

• Continuous improvement – demonstrate your ability to make positive impactful changes

• Flexibility to support international time zones for our global customer implementations

• We’re a global organization – Spanish and/or Portuguese are required

• Be quick on your feet – we move fast so you should thrive on learning and change

Assets, but not required:

• Prior experience and knowledge in Fraud & Chargebacks or payment solutions

• Experience of having worked with multiple tools and systems e.g. Salesforce, Postman, JIRA BOBJ.

COVID-19 Considerations

We value the safety of each member of our community because we know we’re all in this together. In many locations, which may change over time, we’ve implemented a virtual hiring process and continue to interview candidates by video or phone. In addition, in some locations, only individuals who have been fully vaccinated will be permitted inside Mastercard offices until further notice.

In the US, Mastercard is a government contractor, which may legally require most Mastercard employees to be vaccinated unless a verified approved medical or religious exemption is granted. Further, we are currently making every effort towards having employees return to work in the office 2 days per week, if that makes sense for their team. Everyone must be vaccinated to enter Mastercard offices at this time. Therefore, we expect all candidates to be vaccinated or to be approved for a medical or religious accommodation prior to commencing work at Mastercard.

In the US, Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.

Requisition ID: R-161405

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