BMI Customer Success Professional

Roles and Responsibilities

The Customer Success team focuses on sellable Economics and Locations Advanced Analytics Solutions. This is a client-facing team that partners with customers to help 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 implementation of new and complex products and solutions for our customers.
• Partnering with our product and sales teams to ensure clear communication with our customers.
• Acting as the knowledge expert on products and solutions and the most effective means of implementation.
• Engaging in pre-sales activities to showcase the value future customers can achieve from the solutions.
• Serving as the voice of the customer for the internal Mastercard organization and the face of Mastercard for the customer.

As a Customer Success Manager, you will work with our Product team on executing well-designed onboarding experiences and managing customer relations. You will develop a deep understanding of our product features and functionalities and how they can be utilized to drive value for our customers.

Your Responsibilities

• Act as a coach for our customers, supporting them in implementing our products and solutions in ways that add value to their businesses and align with their strategic goals.
• Conduct product demonstrations and develop and deliver training sessions.
• Engage with users to improve their ability to utilize our products and solutions to derive insights and support business decisions.
• Partner closely with product teams to create new features that best serve our customers.
• Research and deliver solutions for complex problems and respond to inquiries.
• Identify areas of improvement, track project task updates, and identify clients at risk of churning.
• Create and execute strategies to prevent churn and increase adoption.

Qualifications

All About You

• Proven ability to work with both business and technology stakeholders; strong writing, presentation, and speaking skills.
• Enthusiastic with the ability to inspire others and create a collaborative culture of teamwork.
• Demonstrated ability to develop relationships with both mid- and executive-level customer contacts.
• Preferably from an ST track background. If not, extensive experience in managing client relationships and multiple stakeholders is required.

All About Your Education and Skills

• Bachelor's degree or equivalent qualification.
• Fluent in the local office language and English; other languages are desirable.
• Comfortable with significant customer interaction and excited to build relationships.
• Advanced Microsoft Word, Excel, and PowerPoint skills are required.