Job Description

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

Director, Customer Success, Digital Identity

Overview
Mastercards Cyber & Intelligence Solutions organization develops and delivers world-class security products and services for partners across the globe. As part of this organization, the Identity Solutions team leads the development and delivery of innovative authentication and digital identity services that enable simple and secure digital experiences for consumers.

The candidate will drive efforts directly with customers, applying best-practices to fully realize the maximum potential of a customer engagement
The candidate will collaborate across the organization to refine and optimize tools and processes, driving towards a best-in-class experience throughout the customer lifecycle

Remote work will be considered.

Role
Drive a best in class experience with customers throughout their journey with Mastercards Digital Identity services (from onboarding, through pilot, launch, and growth stages)
Responsible for driving growth and revenue for Digital Identity Services, in partnership with local and regional teams
Engage with Sales team early in the sales cycle to co-define success criteria with customer
Proactively monitor success metrics and KPIs, and communicate findings to internal and external stakeholders
Continue proactive engagement with customers throughout lifecycle, working with Business Development and Account Mgmt. functions, to ensure customer is getting intended value
Partner with customers to develop proposals and plans to address opportunities, in order to optimize their implementations and efforts to scale
Collaborate with cross-functional teams, including Legal, Onboarding, Delivery, Product, Technology, and other groups to improve internal processes based on voice-of-customer
Define and deliver enhancement requests to Product and Technology teams, to enhance the value of our offering to customers
Establish local Customer Success Discipline in partnership with regional teams, in order to extend the discipline globally and keep pace with growth
Seek out cross-sell and upsell opportunities

All About You
Customer-facing product/service management experience is required
Domain expertise in digital identity, authentication, digital payments strongly preferred
Tech-savviness; able to connect technical understanding of product with customer needs
Self-driven and very proactive
Strong leader with ability to drive tangible results with business partners
Successful track record engaging at senior levels in organizations
Superior communications, presentation and interpersonal skills
Analytical with a focus on measuring performance against KPIs
Brings knowledge and best-practices of customer success methods and processes
Excellent communication and interpersonal skills
Patient and active listener
Highly organized and able to multi-task
Bachelors degree required, advanced or masters degree preferred

Due to COVID-19, most of our employees are working from home. Weve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know were all in this together.

Mastercard is an inclusive Equal Employment 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.

If you require accommodations or assistance to complete the online application process, please contact reasonable.accommodation@mastercard.com 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.