Mastercard Jobs

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

Manager, Customer Success

SessionM, a Mastercard company, is looking for a truly exceptional and experienced Customer Success Manager that is passionate and driven, with strong communication & client service skills. This person will support the VP of Sales and work with our enterprise sales, product, data, and operations teams to provide the highest level of service to our top tier clients.

Responsibilities

• Gain trusted-partner status and driving SessionM solutions as core infrastructure with strategic accounts.

• Ensure a smooth handoff from sales and supervise and represent the client during the onboarding process.

• Drive platform adoption by ensuring the client has the correct training and knowledge of the SessionM platform.

• Drive account growth by developing an understanding of SessionM products and services, aligning them to client needs, and making proposals and recommendations to clients on an ongoing basis.

• Manage the renewal process for recurring services and identify areas for upsell within the client’s organization.

• Manage and report on the overall health of the client relationship to internal stakeholders at SessionM.

• Deliver quarterly business reviews with key client stakeholders.

• Create Client Success Plans (CSP) that set the tone for the relationship and measure shared goals over time.

• Work across internal departments to ensure that client expectations and requirements are clearly understood and deliverables are met.

Requirements

• Client / customer success experience OR relevant client-side experience

• Understanding of the marketing technology ecosystem (specifically customer data, CRM, messaging and loyalty platforms)

• Ability to thrive in a fast-paced environment, handle a diverse workload, and meet aggressive deadlines

• Strong oral presentation skills and ability to assist in presentation development

Comfortable working with data analysts and providing actionable insights and recommendations

• Must be confident and possess solid communication, listening, and interpersonal skills

• Team player who identifies closely with, and is passionately committed to, the achievement of the Company’s overall mission

• Ability to deliver solutions vs. issues to management and clients

• Cross functional player who is comfortable talking to topics related to marketing (both traditional and digital) data, strategy, CRM, customer care and ops

• Restaurant and/or Retail industry experience required

• Experience with end user facing marketing programs, like loyalty or customer engagement

• Language: Portuguese, Spanish and English

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.

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-161015