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MasterCard Advisors Customer Success Data Specialist in Gurgaon, India

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

Advisors Customer Success Data Specialist

Overview

Mastercard operates the world’s fastest payment processing network, connecting consumers, financial institutions, merchants, governments, and businesses in more than 210 countries and territories. Every day, everywhere, we use our technology and expertise to make payments safe, simple, and smart. We know safety and security are the top priorities of our customers, cardholders, and partners, so we won’t stand still in developing new and better ways to keep payments safe. Through our vision - a World Beyond Cash™ - we are advancing global social sustainability by giving people around the world greater access to the financial system, which, in turn, provides a larger and more diverse group of engaged contributors and participants.

Mastercard Advisors is a key differentiator for Mastercard, providing the cutting-edge tools that help our customers grow. Focused on thinking big and scaling fast around the globe, this agile division is responsible for end-to-end solutions for a diverse global customer base. With a consistent emphasis around data-driven technologies and innovation, these services include payments-focused consulting, loyalty and marketing programs, business experimentation, and data-driven information and risk management services. While specializing in the payments industry, Mastercard also works closely with major retailers, airlines, and other enterprises, leveraging data and insights garnered from within and beyond its network.

Within the Mastercard Advisors organization, the Platform Renewals & Cross-Sell Team has been created to support key stakeholders in the Advisors Client Services, Business Development, Products, as well as Core Mastercard by using data, analysis, insights, and expertise to ensure: a) clients are leveraging effectively and finding value in our platforms/services, 2) drive revenue expansion through increased adoption and identification of cross-sell and upsell opportunities, and 3) lead to better outcomes on contract renewals and client’s advocacy.

The role of the Advisors Customer Success Data Specialist focuses in delivering critical business insights and performance requirements to drive immediate, medium, and long-term business decisions. Act as an orchestrator by helping define and communicate ROI to clients and let them partake in planning their growth. Understands client lifecycle succeeds in renewal activity.

We are looking for passionate and talented professionals who share our vision for data-driven customer success discipline, to join us in shaping the growth of our team.

Role

  • Work closely with key internal stakeholders/teams

  • Analyze raw data sets, aggregate, prepare program performance decks, and generate meaningful insights and actional recommendations to drive renewal, and business growth.

  • Synthesize analyses into clear, sound KPIs; take responsibility for structuring and writing reports and client-ready presentations.

  • Using business analytics flow charts, activity diagrams, document analysis, workflow analysis.

  • Knowledge of metrics, measurements, and benchmarking to complex and demanding solutions across multiple industry verticals.

  • Standardizes and identified the opportunities for continuous improvement for KPIs templates of Mastercard Advisors platforms/services.

  • Monitor and track progress on renewal opportunities and make updates aligned with contract development

  • Creates presentations and distributes monthly/quarterly reporting for the platform’s client retention

  • Generates take-aways and construct story lines to deliver impactful/implementable insights that lead to identification of revenue expansion opportunities.

  • Define and manage Client Success KPIs (Renewal Rate, Client Health, Net Client Expansion, etc.)

  • Maintain performance metrics and leading indicators to make data-based decisions and recommendations.

  • Monitors and track progress on platform renewal, and revenue expansion opportunities in Mastercard’s CRM. Defines and maintain Platform Renewals & Cross-Sell metrics and dashboards as directed; creates presentations and distribute monthly/quarterly reporting.

All About You

  • Requires 4 to 5 years of experience in:

  • Strong analysis and problem-solving skills. A desire to learn and a curiosity to work across the different data sets and products/platforms of Mastercard

  • Exposure to collecting and/or working with data including standardizing, summarizing, offering initial observations, and highlighting inconsistencies.

  • Experience presenting data findings in a readable and insight driven format. Experience building support decks.

  • Expert knowledge of Microsoft Excel, Visio, other Microsoft Office products, and highly proficient in use of Salesforce.com.

  • Strong MS-Excel, PowerPoint, preferably SQL/queries knowledge i.e., Python; experience of working on at least one reporting/data visualization tool – Tableau, Think Cell, and PowerBI is preferred.

  • Detail-oriented with strength in data analysis with proven track record of solving real world problems using data.

  • Results-driven, with demonstrated expertise and success in driving positive outcomes in challenging sales situations.

  • Intrigued by technology and operating procedures and helps identify opportunities to enhance processes.

  • Bachelor’s or Master’s Degree in a Computer Science, Information Technology, Engineering, Mathematics, Statistics, M.S./M.B.A. preferred

  • Business Analytics, Data Analytics, or similar role.

Attributes

We recruit for and value the following core competencies:

  • Passion: Actively seeks responsibility and takes pride in delivering the highest quality results and recommendations to our clients.

  • Analytical Excellence: Demonstrates a strong aptitude for structured problem solving and quantitative skills.

  • Project Management: Clear interest in project delivery with business clients, and intuition for the way that companies make decisions.

  • Communication and Presence: Excellent written and verbal communication skills in client-facing situations, positioning Mastercard’s solutions as high value solutions in sales and delivery conversations.

  • Teamwork: Willingness to work within small or large teams to produce outstanding deliverables, with a will to win attitude.

  • Integrity: Commitment to Mastercard's values of honesty and integrity with a willingness to embrace and learn from our mistakes.

  • Diverse Perspective: Brings a unique skillset or approach to the table in every client engagement or internal activity.

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.

Everyone wants easier ways to pay;

we invent them.

Checkout lines are slow;

we speed them along.

Merchants want more sales;

we give them data and insights.

People need financial access;

we connect them.

Corporate purchasing is complicated;

we make it simple.

Commuters are busy;

we speed them on their way.

Governments need greater efficiencies;

we help create them.

Small businesses are virtual;

we give them access to a world of buyers.

Retailers want to fight fraud;

we provide the tools.

Requisition ID: R-180722

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