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 Manager - Consulting Services (Test & Learn)
Job Description Summary
Senior Manager, AC&S, Customer Success for Test & Learn
Job Description Summary:
The Services team is a key differentiator for Mastercard, providing the 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. Centered on data-driven technologies and innovation, these services include payments-focused consulting, loyalty and marketing programs, business Test & Learn experimentation, and data-driven information and risk management services.
Role
Build strong relationships internally (with Account Leadership) and externally (with Client Executive levels) gaining consensus on how to provide ROI impact to the client through sound value propositions across the data & services product suite
Work with Client Delivery teams and cross-functional Sales teams to ensure commercial success through renewals, pilot conversions and expansion opportunities (up-sell, add-on, cross-sell, strategies etc.)
Manage and lead quarterly regional and industry-specific reviews for upcoming Test & Learn renewals with leadership teams
Become an expert on the Test & Learn software, joining some client projects and providing internal support for others
Manage the process to maintain a high retention rate across a designated portion of our Platform Customer base
Create lifecycle management process, from onboarding new clients to ensuring existing clients continue to renew
Proactively identify customer risk and opportunity signals; develop comprehensive strategies to combat and/or limit erosion
Understand competitive products; can speak with authority to product differences that highlight Mastercard’s advantage
Develop strategies and coordinate cross-functional support to help customers maximize value
Identify opportunities for the customer to expand their Mastercard investment, both within their existing platforms and from new opportunities
Develop and deliver creative business solutions for complex business problems
Based in London or Lisbon
All About You
Experience navigating and influencing senior leadership in a Corporate Environment
Several years of experience in consulting or client-facing analytics work, via platform or SaaS software preferred
Experience with B2B Enterprise Sales and/or Customer Success process
Understanding of Retail & Commerce ecosystem (retail, CPG, restaurants, airlines, telco, etc.) & Financial Institutions (retail banking)
Previous Mastercard or Test & Learn experience preferred
In addition to English, Business proficiency in additional language (German, French, Italian) preferred
Proven history of dedicated, high-energy, patient, and customer-centric behavior
Strong organizational skills including the ability to prioritize and escalate customer issues as required
Strong presentation creation and delivery skills and ability to establish credibility with client stakeholders
Consensus builder and influencer capable of diving positive outcomes in challenging renewal situations
Detail-oriented with strengths in data analysis
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:
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Abide by Mastercard’s security policies and practices;
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Ensure the confidentiality and integrity of the information being accessed;
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Report any suspected information security violation or breach, and
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Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
