Customer Success, Senior Specialist - Cybersecurity Lisboa

Customer Success, Senior Specialist - Cybersecurity
Lisboa
Lisboa, Lisboa, Portugal

Job Title: Customer Success, Senior Specialist - Cybersecurity

Overview:

Services within Mastercard are responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide
- added services and leverage expertise,
- driven insights, and execution.

To drive more consistency and alignment across Customer Success (CS) in Services, we are establishing new Regional Customer Success teams. These teams 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 resolving customer issues that prevent them from realizing value from products in the fraud and card operations areas.

This team will collaborate with
- functional partners to address customer needs, develop tailored strategies that enhance satisfaction and retention, and build customer advocacy. Key outcomes include 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
- term relationships and contributes to the growth and safety of the Mastercard ecosystem.

Responsibilities:

Customer success is pivotal in ensuring customers achieve their desired outcomes while maximizing the value of the company's products and services. As a Regional Customer Success Senior Specialist for threat intelligence products, you will support the development and delivery of cybersecurity and payment fraud intelligence within the region. Your role will include managing threat intelligence solution utilization, overseeing regional revenue and risk management, and coordinating product launches. Responsibilities also involve localizing content (narratives, value propositions), driving market awareness internally and externally, positioning
- on services and consulting for regional sales, and gathering customer feedback to inform global product updates.

The primary responsibilities are categorized into three areas:

1. Customer Engagement:

• Engage with stakeholders to assess the viability of proposed solutions and understand cyber threats in financial and payment sectors.
• Identify optimization opportunities to drive customer value and align with strategic goals through our products.
• Articulate key performance indicators related to cost, performance, and optimization, along with insights.

1. Growing the Business:

• Leverage Mastercard Services' offerings to achieve customer goals and realize value propositions.
• Identify opportunities for additional Mastercard products to create greater value and impact.
• Evaluate business models, partnerships, and agreements to ensure financial viability supported by data.

1. Technical & Program Readiness:

• Develop training materials, thought leadership, and
  - facing playbooks to support priorities and value propositions.
• Translate complex technical capabilities into clear,
  - centric solutions.
• Gather and report customer feedback on product gaps and pain points to refine value propositions and improve products.

All About You:

• Experience leveraging insights from market analysis, customer engagements, and opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage.
• Knowledge of payments technology or cybersecurity (threat intelligence or risk management) is a plus.
• Experience using tools for data analytics and business intelligence related to cyber threats, fraud, risk, and vulnerabilities.
• Proven ability to translate technical capabilities into effective,
  - centric solutions.
• Experience analyzing customer metrics and leveraging data to drive success initiatives.
• Ability to identify new opportunities to enhance customer partnerships.
• Creative thinking and developing innovative solutions for complex challenges.
• An enthusiastic team player who fosters an inclusive culture and focuses on development.
• Experience working with technology, financial services, acquirers/processors, service providers, or digital platform partners is preferred.