Senior Specialist – Customer Success – Open Banking
| Company | Mastercard |
|---|---|
| Location | Salt Lake City, UT, USA, New York, NY, USA |
| Salary | $78000 – $140000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 2-5 years of experience in account management, client success, or another similar client-facing role, with a strong foundation in strategic client relationships and business outcomes.
- An intermediate understanding of client success management principles and best practices, with the ability to effectively support and guide strategic client relationships.
- A strategic mindset with the ability to understand client and industry objectives and develop plans to help clients achieve them.
- Strong relationship-building skills, with experience managing strategic accounts and advising C-level executives.
- Excellent communication and presentation skills, able to articulate complex ideas clearly and persuasively to both internal and external stakeholders.
- A proactive, client-centric approach with the ability to anticipate client needs and offer tailored solutions.
- Strong problem-solving and critical thinking abilities, with a focus on resolving issues and driving results.
- Ability to analyze and synthesize performance data, providing insights that guide clients toward optimized outcomes.
- Experience in leading and driving strategic initiatives in partnership with cross-functional teams.
- Strong organizational skills, with the ability to manage multiple strategic accounts and priorities simultaneously.
- Previous experience in client success, account management, or strategic consulting, ideally within the payments, fintech, or financial services industry.
- Experience in open banking is a plus, as it will be valuable in understanding the specific needs and challenges of our clients in this area.
Responsibilities
- Develop a deep understanding of Mastercard’s solutions and service offerings, and apply this knowledge to advise clients on how they can maximize the value of their partnership with Mastercard.
- Manage and nurture relationships with strategic clients, becoming a trusted advisor to help them achieve their long-term objectives.
- Lead and manage the end-to-end lifecycle of client success, from onboarding to growth, ensuring alignment with client goals and business outcomes.
- Support upsell opportunities by identifying potential areas of growth and new use cases.
- Engage in strategic conversations with clients, advising on industry trends, new products, and solutions that can drive value for them.
- Create and execute strategic account plans that align with the clients’ needs, ensuring the plans are measurable and can be tracked to demonstrate success.
- Monitor and analyze client performance and metrics, providing actionable insights and recommendations to ensure continuous improvement.
- Foster collaboration across internal teams, including product, engineering, and services, to ensure seamless execution and client satisfaction.
- Act as the main point of escalation for any strategic or high-priority issues, working to resolve concerns promptly while maintaining a strong client relationship.
- Coordinate and lead client-facing meetings, including quarterly business reviews (QBRs) and strategic sessions to ensure clients’ needs are addressed.
Preferred Qualifications
- Experience in open banking is a plus, as it will be valuable in understanding the specific needs and challenges of our clients in this area.