Customer Success Manager, Specialised Product Delivery Lisboa

Customer Success Manager, Specialised Product Delivery
Lisboa
Lisboa, Lisboa, Portugal

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, Specialised Product Delivery

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 that makes better decisions, drives innovation, and delivers better business results.

All About Us

The Client Service team is a key differentiator for Mastercard, providing innovative services that help our customers grow. Focused on thinking big and scaling fast around the globe, this agile team is responsible for
-
- end solutions for a diverse global customer base. We provide customers across industries and geographies with a tailored portfolio of solutions to address their business needs. Within Data and Services, the Mastercard Business Intelligence suite of products aims to bring to market innovative solutions combining the power of consulting and technology. With 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 MBI product suite business in the region.

All About the Role

Make an Impact as a Customer Success, Team Lead, Specialized Product Delivery (SPD), Advisors Client Services

Advisors Specialized Product Delivery is a
- facing team driving customer success for Mastercard Services, Data, and Platforms by:

• Building strong credible relationships with our clients and internal stakeholders
• Acting as the voice of the customer internally and using these insights to drive customer experience
• Proactively engaging with customers to strengthen their skills, knowledge, and experience with Mastercard products and solutions
• Acting as the knowledge expert on products and solutions and the most effective means of implementation
• Project managing the delivery of new and complex products and solutions to our customers
• Partnering with product and sales teams to ensure clear communication, including developing and maintaining support and sales materials

As a Customer Success Team Lead, you will develop a deep understanding of our product features & functionalities and be responsible for the successful delivery of our analytics solutions that drive value for our clients.

Your Responsibilities

• Act as a coach for our customers, supporting their implementation of our products and solutions to add value for their businesses, derive insights, and support strategic goals
• Conduct platform demonstrations, training, and webinars
• Lead delivery projects to ensure contractual objectives and
  - time delivery
• Research and deliver solutions for complex problems and respond to inquiries
• Identify areas for improvement, track project updates, and identify
  - risk clients
• Act as a liaison between clients and product development teams, assisting with prioritization of platform enhancements, customization, and
  - specific features
• Realize operational efficiencies in solution delivery
• Demonstrate a commercial mindset in identifying
  - sell and
  - sell opportunities
• Drive license retention and support new client acquisition
• Manage user onboarding and partner with users to leverage insights and data effectively
• Develop and maintain strong relationships with partners across functions to support delivery and customer support tasks

All About You

• Experience in delivering Saa
  S solutions or data products
• Proven experience in Customer Delivery or Consulting, fostering strong engagement and successful project delivery
• Data-driven approach to prioritization and success measurement
• Customer-centric mindset focused on scalable, innovative, and
  - friendly solutions
• Ability to work with both business and technology stakeholders; strong communication skills
• Exceptional analytical and
  - solving skills
• Enthusiastic team player capable of inspiring others and fostering collaboration
• Ability to develop relationships with
  - and
  - level clients

All About Your Education & Skills

• Bachelor's degree or equivalent
• Fluent in local language and English; additional languages desirable
• Comfortable with significant customer interaction and relationship building
• Advanced skills in Word, Excel, and Power
  Point

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks carry inherent risks. Everyone working for or on behalf of Mastercard must:

• Abide by Mastercard's security policies and practices
• Ensure confidentiality and integrity of accessed information
• Report any suspected security violations or breaches
• Complete mandatory security trainings as per Mastercard guidelines