Manager, Customer Success
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.
Title and SummaryManager, Customer SuccessOverview:
The Customer Success Team is a global team within the Global Customer Delivery organization dedicated to providing comprehensive support for products and services that require enhanced customer guidance. This team actively collaborates with product owners, development teams, and various Delivery teams and to deploy solutions swiftly, efficiently, and with predictability. Their responsibilities encompass aiding customers from pre-sales through production by offering enhanced technical guidance. Additionally, they focus on equipping our Delivery teams with the necessary support and improved documentation to facilitate the rapid and scalable execution of customer projects.
The Customer Success Team at its core is a technical team having development experience with the following remit:
o Responsible for educating and supporting new and existing customers on the integration aspect of Cross Border Services product implementations including consultancy, training, testing, and customized production configurations.
o Partners with Global Product, Customer Delivery and TECH providing technical and product expertise support to customers throughout the lifecycle of the customer journey from pre-sales to production launch.
o Partners with Product Owners and Global Product Integrators to define requirements for product, process, and tooling enhancements ensuring adherence to standards, processes, and best practices.
o Responsible to upskilling Regional Delivery teams with the technical knowledge required to best support our customers, through training, documentation, and tooling enhancements with a key focus on cross-border services.
o Support customers throughout the onboarding journey, including pre-implementation, ensuring they have the level of understating required to complete implementation including what is required to code to our APIs and complete integration successfully.
o Partner with Regional Delivery teams to troubleshoot customer integrations during implementation, providing guidance to implement with speed.
o Partner with Global Product Integrators to provide product technical training and enhanced technical documentation to Regional Delivery teams.
o Support collection and reporting of team KPI metrics.
o Participate in strategic conversations with key stakeholders and leadership.
o Support the identification of knowledge gaps within the Regional Delivery teams.
o Engage with key stakeholders across the organization for continuous improvements.
o Partner GPI, Product, and Regional Delivery to enhancing the product through programming, unit testing, implementation, and documentation with a focus on seamless customer integration.
o Actively seek opportunities to enhance standards, improve process efficiency, and enhance the customer experience in partnership with key stakeholders with feedback to the team lead.
All About You
o Strong understanding of bank payments systems technology and infrastructure.
o Cross border system & network understanding preferred.
o SWIFT messaging standard expertise and experience preferred.
o Strong understanding of Core banking system.
o Experience in complex technology change projects within banks or at Fintechs.
o Experience with Mobile and internet banking systems.
o Cross border payment processing experience with FX management, Treasury management, AML
& sanctions screening know how.
o Experience in payments as a service and cloud banking.
o Experience with ERP and large corporate banking integrations (SAP, Oracle, Ariba).
o Good understanding and knowledge of Software Engineering Concepts and Methodologies is
o API Expertise is required.
o Working exposure to nix-based systems is preferred.
o Working knowledge of SQL, PL SQL and Oracle is preferred.
o Working knowledge of rest services is preferred.
o Working knowledge of cloud-based application development like PCF or AWS is preferred.
o Working knowledge of web development and technologies is preferred.
o Development experience on Android and/or IOS platform will be preferred.
o Development experience of cryptography frameworks preferred.
o Customer facing Support experience required.
o Must be high-energy, detail-oriented, proactive, and able to function under pressure to meet tight
o Strong verbal and written communication skills.
o Strong relationship, collaboration, and organizational skills with a high degree of initiative and
o Ability to work as a member of matrix based diverse and geographically distributed project
o Willingness and ability to learn and take on challenging opportunities.
o Can quickly learn and implement new technologies, application appropriate frameworks and
o Must have exceptional attention to detail.
o Must be proactive in anticipating the customer’s, our partners, and the business needs.
o Ability to comprehend and apply complex concepts and technologies.
o Ability to deduce and discern challenges, bottlenecks, and pitfalls at conceptual phases of an
architecture, solution and / or infrastructure.
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.