Senior Specialist, Customer Success, Cybersecurity Payments

Mastercard • Toronto, ON

3d • CA$83,000 - CA$132,000 • Remote

About The Position

Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution. To drive more consistency and alignment across Customer Success (CS) in Services, we are standing up new Regional Customer Success teams, which will play a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. As advocates for the customer experience, this team is accountable for identifying and solving customer issues that prevent them from realizing value from products in the fraud and card operations areas. This team will work collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy. Key outcomes of the CS team’s work will be qualified leads for value expansion and feedback for product and process improvements. By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and safety of the Mastercard ecosystem.

Requirements

• Experienced at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage.
• Knowledge and understanding of payments technology or cybersecurity (threat intelligence or risk management) and application of that knowledge to address customer/market needs in these areas are a plus.
• Experience using tools and technology to provide data analytics and business intelligence on cyber threats, fraud, risk and vulnerability.
• Proven ability to translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner.
• Experience in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth.
• Experience in identifying “next opportunity” for customers to further enhance the strength and value of the partnership for both parties.
• Experience in creative thinking and development of innovative solutions to complex customer challenges.
• Enthusiastic individual who works seamlessly with a diverse high performing team, nurtures a winning and inclusive culture, and a focus on development at the individual and team level.
• Experience working with at least some of the following: large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners.

Responsibilities

• Support in the development and delivery of cybersecurity and payment fraud intelligence within the region.
• Manage threat intelligence solution utilization.
• Oversee regional revenue and risk management.
• Coordinate product launches.
• Localize content (narratives, value propositions).
• Drive market awareness internally and externally.
• Position add-on services and consulting for regional sales.
• Gather customer feedback to inform global product updates.
• Engage with stakeholders to study the viability of proposed solutions and understand cyber threats in financial and payment sectors.
• Identify optimization opportunities for customers with the goals of driving customer value and enhanced strategic goals through our products.
• Articulate key performance indicators related to cost, performance and optimization and the insights associated with them.
• Leverage Mastercard Services’ offerings to achieve customer goals and realize value propositions of Mastercard products.
• Identify opportunities for additional Mastercard products to create greater value potential for customers and enhance impact of Network Product offerings.
• Evaluate business models, partnerships, and agreements ensuring product business cases are financially viable and supported by solid data.
• Develop training materials, thought leadership, and customer-facing playbooks that can be scaled internally and externally to support customer priorities and Customer Success value proposition.
• Translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner.
• Gather and report customer feedback on product gaps and pain points.
• Use stakeholder insights to refine value propositions and improve products.

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: Senior
• Education Level: No Education Listed