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Make an Impact as a Senior Managing Consultant, Customer Success Product Specialist, Advisors Client Services. Advisors CS-PS is an execution-oriented client facing competency that requires proven, accredited change skills and domain experience to partner with clients and help them drive measurable value by: Delivering new products and strategies to market smoothly and efficiently; Successfully implementing technology assets and delivering a challenging transformation program to create the new business as usual; Strengthening client’s internal skills, knowledge and experience in critical areas; Transforming client processes and optimizing their management practices through the B&MI product suite. As a Senior Managing Consultant, Customer Success Product Specialist you will be responsible for the successful delivery and implementation of a comprehensive SaaS platform analytics solution that enables the ingestion & syndication of data to drive value for our clients. In this role, you will be partnering together with our Product team on executing a well-designed on-boarding experience and providing on-going support to our clients. You will develop a deep understanding of product features / functionality and how these can be utilized to drive value for our clients.
Job Responsibility:
Support the build-up of a new Customer Success Product Specialist function and team aligning with other Mastercard teams such as Product, Finance, Sales on regional product goals
Act as a coach to our Customer Success Product Specialists and Managers for them to become coaches to our customers in implementing our products and solutions in ways that add value for their businesses, ultimately supporting our customers in their strategic goals
Help implement the operating model for the new function, including establishing processes, governance structures, driving team objectives, help conduct product demos, deliver training sessions
Support new product launches in the region through creating product awareness, identify user targets and support technical onboarding
Engage with users to improve their ability to utilize our products and solutions to derive insights and support business decisions
Identify areas of improvement, track project updates and identify clients at risk of churning
Support troubleshooting of problems and issues
recommend processes to improve platform adoption and usage
Partner closely with product teams to create new features that best serve our customers
Support regional activities within the B&MI program and management team
Represent the voice of the customer and influence the product development roadmap
Support sales team as product specialists, providing sales enablement materials/trainings and support when needed
Requirements:
Experience in delivery of SaaS solutions or data products
Proven experience working in Customer Delivery or Consulting fostering strong customer engagement, demonstrating value add to customers, and leading to successful product / project deliverables
Product-minded and focused on delivering solutions that are scalable, leverage cutting-edge technologies, and ultimately delightful for end-users
Proven ability to work with both business and technology stakeholders
strong writer, presenter and speaker (Advanced Word, Excel and PowerPoint skills)
Enthusiastic and authentic leader with the ability to inspire others and create a collaborative culture of teamwork, accountability, open communication, and organizational effectiveness
Exceptional analytical and quantitative problem-solving skills
Demonstrated ability to develop relationships with both mid- and executive-level customer contacts
Bachelor’s degree or equivalent qualification
Fluent local office language and English required
other languages desirable
Comfortable with significant customer interaction and excited to build relationships
Advanced Word, Excel, and PowerPoint skills required