Customer Success, Product Specialist

Mastercard • Toronto, ON

1d • CA$97,000 - CA$131,000

About The Position

The Advisors Client Services team is a key differentiator for Mastercard, providing 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. We combine traditional management consulting with our rich data assets and in-house technology to provide our clients with powerful strategic insights and recommendations. We provide customers across industries and geographies with a tailored portfolio of solutions to address their business needs. Within Data and Services, the Business & Market Intelligence (B&MI) suite of products aims to bring to market innovative solutions combining the power of consulting and technology. With compelling offerings for financial institutions, retailers, telecommunications organizations, travel companies and more, our services drive efficiency and value and enable our customers to solve business problems from end to end. The role will lead initiatives to support the growth and scalability of the B&MI product suite business in the region.

The Consultant, Customer Success Product Specialist plays a key role in supporting customers through onboarding, adoption, and ongoing use of Mastercard products and analytics solutions. This role focuses on ensuring customers successfully leverage Mastercard capabilities to derive insights, support business decisions, and achieve measurable value.
Acting as a product expert and trusted partner, the Consultant collaborates closely with customers and internal teams to drive product adoption, resolve issues, improve customer satisfaction, and reduce churn while identifying opportunities to enhance customer outcomes.

Requirements

• Experience in delivery of SaaS solutions or data products
• Proven experience working in Customer Delivery or Consulting fostering strong customer engagement, demonstrating value add to customers, and leading to successful product / project deliverables.
• Customer success mindset focused on delivering solutions that are scalable, leverage innovative technologies, and delightful for end-users.
• Proven ability to work with both business and technology stakeholders; strong writer, presenter, and speaker.
• Exceptional analytical and quantitative problem-solving skills
• Enthusiastic with the ability to inspire others and create a collaborative culture of teamwork.
• Demonstrated ability to develop relationships with both mid- and executive-level customer contacts.
• Bachelor’s degree or equivalent qualification.
• Fluent local office language and English required, other languages desirable.
• Interpersonal communication and stakeholder management
• Creative thinking and analytical reasoning to deliver business insights.
• Data and analytics experience in building, managing, and maintaining database structures, working with data visualization tools (e.g., Tableau, Power BI)
• Familiarity with CRM and Customer Success tools (e.g., Salesforce, Zendesk, Gainsight).
• Advanced proficiency in Word, Excel, and PowerPoint.
• Strong organizational and timemanagement skills.
• Advanced Word, Excel, and PowerPoint skills required.

Responsibilities

• Serve as a primary point of contact for customer inquiries, questions, and issues.
• Provide guidance on product features, best practices, and troubleshooting.
• Proactively engage customers during onboarding to ensure a smooth transition and early value realization.
• Function as a coach to customers, supporting them in implementing products and solutions in ways that align with their strategic goals.
• Build trusted relationships with customer users and stakeholders at varying levels.
• Educate customers on how to maximize the value of Mastercard products and solutions.
• Monitor customer usage and engagement to identify adoption gaps or potential churn risks.
• Support and deliver customer training sessions, product demonstrations, webinars, and knowledge sharing initiatives.
• Engage with users to improve their ability to derive insights and make data driven business decisions.
• Visualize and demonstrate insights available across multiple Mastercard solutions.
• Support assigned delivery projects to ensure contractual objectives and delivery timelines are met.
• Contribute to solution delivery activities including data validation, analysis, reporting, and insight generation.
• Analyse data from delivery projects and report performance against defined success metrics.
• Produce presentation materials, analytics, and reports for customer and internal audiences.
• Identify and resolve common customer challenges and usage issues.
• Escalate complex technical or business issues to appropriate teams (Product, Technology, Support, or Management).
• Track and follow up on customer concerns to ensure timely resolution.
• Function as a liaison between customers and product development teams, supporting prioritization of enhancement requests and customizations.
• Collaborate closely with Sales, Product, Technology, and Support teams to improve customer experience and outcomes.
• Contribute to customer education materials, FAQs, and knowledge base content.

Benefits

• competitive pay based on location, experience and other qualifications for the role
• may be eligible to participate in a discretionary annual incentive program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level