Customer Success Manager, Credit Risk

Job description

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 Customer Success Manager, Credit Risk Advisors Client Services, Data & Services Mastercard Data & Services provides cutting-edge data analysis and services to Fortune 500s, governments, and nonprofits to make multimillion-dollar business decisions and grow their organizations. Focused on thinking big and scaling fast around the globe, the Advisors Client Services 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 customers with powerful strategic insights and recommendations. Centered on data-driven technologies and innovation, these services include consulting, loyalty and marketing programs, test-and-learn business experimentation, and data-driven information and risk management services. While specializing in the payments industry, Mastercard Data & Services also works closely with major retailers, airlines, FinTechs, and other enterprises, leveraging data and insights garnered from within and beyond its network. Roles and Responsibilities The Customer Success team focusses on sellable Credit Risk Solutions. It is a client-facing team that partners with customers and helps them drive measurable value by: • Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions • Project managing the new and complex products and solutions to our customers • Partnering with our product and sales teams to ensure clear communication with our customers • Acting as the knowledge expert on credit risk analytics products and solutions and the most effective means of implementation • Engaging in pre-sales activities to showcase value future customers can achieve from the solutions • Being the voice of a customer for the internal MC organization and face of Mastercard for the customer As a Customer Success Manager you will be working together with our credit risk team on executing well-designed on-boarding experience and managing customer relations. You will develop a deep understanding of our credit risk features & functionalities and how these can be utilized to drive value for our customers. Your Responsibilities • You will act as a coach for our customers. Your coaching efforts will support our customers in implementing our products and solutions in ways that add value to their businesses, ultimately supporting our customers in their strategic goals • Conduct product demos, develop and deliver training sessions. • Build a strong understanding of each credit risk analytics product’s features and benefits to effectively address customer questions, and actively engage with users to help them better leverage our solutions for insights and business decision-making. • Partner closely with credit risk teams to create new features that best serve our customers • Research and collaborate with internal teams (credit risk product, Engineering, sales, legal) and to deliver solutions for complex problems and respond to inquiries • Identify improvement areas, track updates, flag churn risk, and log client issues—feeding recurring pain points back to internal teams. • Create & execute strategies to prevent churn and increase adoption Qualifications All About You • Proven ability to work with both business and technology stakeholders; strong writer, presenter and speaker • Enthusiastic with the ability to inspire others and create a collaborative culture of teamwork and comfortable working with cross-functional global teams across time zones. • Demonstrated ability to develop relationships with both mid- and executive-level customer contacts • Familiarity with credit risk, or financial services analytics products is highly desirable. If not, then extensive experience in managing client relationships & multiple stakeholders • Experience in working with bureau data to derive actionable insights for credit risk models and decisioning. All About Your Education & Skills • Bachelor’s degree or equivalent qualification. • Understanding of core credit risk concepts and data related products. • Experience supporting B2B clients, particularly in the banking or fintech sector. • Strong verbal and written communication skills with the ability to explain complex concepts in a clear and concise manner. • Comfortable with significant customer interaction and excited to build relationships • Advanced Word, Excel, and PowerPoint skills required • Languages – Fluent Portuguese and English required 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. 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.