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Title and Summary

Enterprise Client Success Manager, SaaS

Manager, Enterprise Client Success Manager – Identity Verification Services

Overview

Identity Verification Services is part the Mastercard Services organisation. Identity Verification Services is seeking an experienced Enterprise Client Success Manager to successfully manage of portfolio of strategic B2B customers, utilizing solutions to manage risk and fraud. The Enterprise Client Success manager will support clients form onboarding to ongoing relationship support. This person will act as a client advocate within a matrixed organization. This role reports to the Director, Client Success EMEA.

The Role:

• Maintain and nurture a book of diverse Enterprise clients across the Europe and Middle East and North Africa Regions.

• Navigate a global, matrixed organisation to be and internal advocate for your client and support the growth strategies of other Mastercard client success teams.

• Work cross-functionally with data science, product, sales and marketing teams to ensure highest customer satisfaction and successful product implementation.

• Grow and expand client relationships by regularly communicating and meeting in-person with clients

• Identify areas of opportunity and/or concern based on usage patterns, data inputs, response time, and regular communication with clients, including the evaluation of new products and use cases for your clients.

• Become a subject matter expert in identity verification and fraud prevention scenarios and methods, including machine learning, modelling, behaviour and device profiling.

• Build competence with a wide variety of monitoring, troubleshooting, and analytical tools (including Tableau and Grafana) to synthesize customer insights and support future growth.

• Successfully drive contract renewals to expand the existing business with clients in both volume and revenue.

• This is a permanent, full-time position, with regular travel required

All About You -

• Excellent communication and interpersonal skills.

• 5+ years experience in B2B client success or account engagement in a payments or ecommerce organisation.

• Commercial acumen with experience negotiating deals of $300K+ annual revenue

• Experience 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

• Exceptional written, verbal communication, and presentation skills

• Ability to prioritize tasks effectively under limited supervision

• Exceptional attention to detail and passionate about advocating for client success

• Comfort and experience managing legal processes including contract and DPA negotiation.

• Fluency with the Microsoft Office Suite and Salesforce, with Tableau and Salesforce Service cloud a plus

• Adaptability 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.