Enterprise Client Success Manager, SaaS-R-229079

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 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.

Title And Summary

Enterprise Client Success Manager, SaaS

Manager, Enterprise Client Success Manager – Identity Verification Services

Overview

Identity Verification Services is part the Mastercard Services organisation. Identity Verification Services is seeking an experienced Enterprise Client Success Manager to successfully manage of portfolio of strategic B2B customers, utilizing solutions to manage risk and fraud. The Enterprise Client Success manager will support clients form onboarding to ongoing relationship support. This person will act as a client advocate within a matrixed organization. This role reports to the Director, Client Success EMEA.

The Role

• Maintain and nurture a book of diverse Enterprise clients across the Europe and Middle East and North Africa Regions.
• Navigate a global, matrixed organisation to be and internal advocate for your client and support the growth strategies of other Mastercard client success teams.
• Work cross-functionally with data science, product, sales and marketing teams to ensure highest customer satisfaction and successful product implementation.
• Grow and expand client relationships by regularly communicating and meeting in-person with clients
• Identify areas of opportunity and/or concern based on usage patterns, data inputs, response time, and regular communication with clients, including the evaluation of new products and use cases for your clients.
• Become a subject matter expert in identity verification and fraud prevention scenarios and methods, including machine learning, modelling, behaviour and device profiling.
• Build competence with a wide variety of monitoring, troubleshooting, and analytical tools (including Tableau and Grafana) to synthesize customer insights and support future growth.
• Successfully drive contract renewals to expand the existing business with clients in both volume and revenue.
• This is a permanent, full-time position, with regular travel required
  
  

• Excellent communication and interpersonal skills.
• 5+ years experience in B2B client success or account engagement in a payments or ecommerce organisation.
• Commercial acumen with experience negotiating deals of $300K+ annual revenue
• Experience communicating about API and SDK products with different levels of staff including engineering, data science and project management, business, C-level both internally and externally
• Exceptional written, verbal communication, and presentation skills
• Ability to prioritize tasks effectively under limited supervision
• Exceptional attention to detail and passionate about advocating for client success
• Comfort and experience managing legal processes including contract and DPA negotiation.
• Fluency with the Microsoft Office Suite and Salesforce, with Tableau and Salesforce Service cloud a plus
• Adaptability to expanding organization priorities, including learning to manage additional products.
  
  

• 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.