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

Manager, Customer Success Partner

Mastercard: 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.

Job Title

Manager, Partner Customer Success – Identity Verification Services (London)

Overview

Identity Verification Services is part the Mastercard Services organisation. Identity Verification Services is seeking an experienced Partner Manager or Customer Success Manager to successfully manage of portfolio of strategic B2B partners, utilizing Mastercard services to manage risk and fraud. The Partner Customer Success Manager will support partners from onboarding to ongoing relationship support. This person will act as a client advocate within a matrixed organization. This role reports to the Director, Global Partner Customer Success.

The Role:

•\tMaintain and nurture a book of diverse Partners across the UK and Europe
•\tNavigate a global, matrixed organisation to be and internal advocate for your partner and support the growth strategies of other Mastercard Customer Success teams.
•\tWork cross-functionally with data science, product, sales and marketing teams to ensure the highest customer satisfaction and successful product implementation.
•\tGrow and expand client relationships by regularly communicating and meeting in-person with these partners
•\tIdentify areas of opportunity and/or concern based on usage patterns, data inputs, response time, and regular communication with partners, including the evaluation of new products and use cases for your partners.
•\tBecome a subject matter expert in identity verification and fraud prevention scenarios and methods, including machine learning, modelling, behaviour and device profiling.
•\tBuild competence with a variety of monitoring, troubleshooting and analytical tools (including Tableau and Grafana) to synthesize customer insights and support future growth.
•\tSuccessfully drive contract renewals to expand the existing business with clients in both volume and revenue.
•\tCreate and present quarterly business reviews (QBR’s) and be comfortable and confident interacting with C-Suite
•\tRepresent the voice of the customer; ensure the company provides client-minded products and services that meet the needs expressed by the markets
•\tParticipate in internal projects and initiatives to ensure Mastercard's Identity Customer Success team is providing the best-in-class service
•\tThis is a permanent, full-time position, with regular travel required

All About You - Core Competencies and Skills

•\tExcellent communication and interpersonal skills.
•\t5+ years' experience in B2B Customer Success or Account Management in a payments or ecommerce organisation. Partner Management experience preferred
•\tCommercial acumen with experience negotiating deals of $250K+ annual revenue
•\tExperience 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
•\tExceptional written, verbal communication, and presentation skills
•\tAbility to prioritize tasks effectively under limited supervision
•\tExceptional attention to detail and passionate about advocating for Customer Success
•\tComfort and experience managing legal processes including contract and DPA negotiation.
•\tFluency with the Microsoft Office Suite and Salesforce, with Tableau and Salesforce Service cloud a plus
•\tAdaptability to expanding organization priorities, including learning to manage additional products.

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:

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.