Manager partner customer

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

Manager, Partner Customer Success

Mastercard: 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 – one that makes better decisions, drives innovation and delivers better business results.


Job Title
Manager, Partner Customer Success – Identity Verification Services (North America)


Overview
Identity Verification Services is a division within the Mastercard Services organization. We are seeking an experienced Partner Manager or Customer Success Manager to effectively manage a portfolio of strategic B2B partners who utilize Mastercard services to mitigate risk and prevent fraud. The Partner Customer Success Manager will support partners throughout the onboarding process, provide ongoing relationship management, and drive revenue growth through expansions and strategic initiatives. This individual will serve as a client advocate within a matrixed organization. This role reports to the Director of Global Partner Customer Success.


The Role:

• Be primary point for managing partner relationship
• Monitor Partner Performance and satisfaction
• Assist with strategic customer opportunities (new markets, new use cases, MA Influenced opportunities).
• Coordinate across Mastercard teams to optimize customer usage of MA Identity products within partner workflow. Include broader account plan for end customers who have a CAM relationship
• Maintain and nurture a book of diverse Partners across the North America region
• Work closely with Partner Marketing to prepare for partner events, develop partner collateral/resources, and optimize partner portal.
• Participate in partner customer summits, conference events and thought-leadership development.
• Work closely with Partner Business development to ensure streamline transition from BD to partner management. Facilitate speed to first revenue and scalability.
• Collect repository of market data and insights relevant to the addressable market
• Navigate a global, matrixed organisation to be and internal advocate for your partner and support the growth strategies of other Mastercard Customer Success teams.
• Work cross-functionally with data science, product, sales and marketing teams to ensure the highest customer satisfaction and successful product implementation.
• Grow and expand client relationships by regularly communicating and meeting in-person with these partners
• Identify areas of opportunity and/or concern based on usage patterns, data inputs, response time, and regular communication with partners, including the evaluation of new products and use cases for your partners.
• 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 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.
• Create and present quarterly business reviews (QBR’s) and be comfortable and confident interacting with C-Suite
• Represent the voice of the customer; ensure the company provides client-minded products and services that meet the needs expressed by the markets
• Participate in internal projects and initiatives to ensure Mastercard's Identity Customer Success team is providing the best-in-class service
• This is a permanent, full-time position, with regular travel required

All About You - Core Competencies and Skills

• Excellent communication and interpersonal skills.
• 5+ years' experience in B2B Customer Success or Account Management in a payments or ecommerce organisation. Partner Management experience preferred
• Commercial acumen with experience negotiating deals of $250K+ 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 Customer 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.

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 10 annual paid U.S. observed holidays; 401k with a best-in-class company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness facilities; eligibility for tuition reimbursement; and many more.

Pay Ranges

Atlanta, Georgia: $103,000 - $165,000 USD

Remote - Georgia: $103,000 - $165,000 USD

Remote - New Jersey: $103,000 - $165,000 USD

Remote - New York: $103,000 - $165,000 USD

Remote - Pennsylvania: $103,000 - $165,000 USD

Job Posting Window

Posting windows may change based on the volume of applications received and business necessity. Candidates are encouraged to apply expeditiously.