Company: Mastercard
Location: Toronto, ON
Expected salary: $195000 per year
Job date: Sat, 15 Mar 2025 05:06:53 GMT
Job description: Our PurposeMastercard 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 SummaryManaging Consultant, Specialized Product Delivery (SPD), Advisors & Consulting ServicesOur PurposeWe 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 (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) for all employees that respect 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.All About UsThe Client Service team is a key differentiator for Mastercard, providing the innovative services that help our customers grow. Focused on thinking big and scaling fast around the globe, this agile team is responsible for end-to-end solutions for a diverse global customer base.We provide customers across industries and geographies with a tailored portfolio of solutions to address their business needs. Within Services, the Mastercard Business Intelligence (MBI) suite of products, aims to bring to market innovative solutions combing the power of consulting and technology.With compelling offerings for financial institutions, retailers, telecommunications organizations, travel companies and more, our services drive efficiency and value and enable our customers to solve business problems from end to end.The role will lead initiatives to support the growth and scalability of the MBI product suite business in the region.All About the RoleMake an Impact as a Managing Consultant, Specialized Product Delivery (SPD), Advisors & Consulting ServicesAdvisors Specialized Product Delivery is a client-facing team driving Customer Success for Mastercard Services, Data and Platforms by:
- Building strong credible relationships with our clients and internal stakeholders
- Acting as ‘voice of the customer’ internally and use these valuable feedback / insights to drive customer experience
- Reducing customer churn in supporting renewals and driving customer expansion
- Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions
- Acting as the knowledge expert on products and solutions and the most effective means of implementations
- Collaborating cross functionally with product, sales, and marketing teams to align customer insights with business strategies and identifying growth opportunities including selling Mastercard products and services.
As a Managing Consultant you will be working together with our Product team on developing and executing a well-designed on-boarding experience and providing on-going support to our customers and Mastercard. You will develop a deep understanding of our product features & functionalities and how these can be utilized to drive value for our customers.Your Responsibilities
- Lead and mentor a team of product delivery resources including driving objectives, supporting their career development, day-to-day guidance, escalation management and aligning with other Mastercard teams such as Product, Finance, Sales on global product goals
- Act as a coach for our customers. Your proactive coaching efforts will support our customers in implementing our products and solutions in ways that add value for their businesses, ultimately supporting our customers in their strategic goals
- Partner with the sales teams with a commercial mindset to ensure clear & required solution definition for the client with a proposed implementation plan
- Act as the knowledge expert on new and complex products and the most effect means of delivery
- Conduct product demos, develop and deliver training sessions and/or workshops
- Engage with users to understand current needs and paint points and thereby improve their ability to utilize our products and solutions to derive insights and support business decisions
- Partner with our product and sales teams to ensure clear communication to our customers, including developing and maintaining customer support and sales materials, also supporting the roadmap and feature development
- Research and deliver solutions for complex problems and respond to inquiries
- Program management and delivery of new and complex products, platforms and services to market smoothly and efficiently
- Identify areas of improvement, track project & task updates, and identify clients at risk of churning
- Drive operational activities like billing code requests, bulletin publications, monthly billing accuracy, salesforce accuracy, opt-out monitoring, actuals and forecast revenues review, cost, and product performance reporting
- Manage escalations effectively – providing proactive solutions to address customer challenges
- Drive usage and engagement of the products across the MBI suite
All About You
- Experience in a customer success role in business intelligence 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
- Execute a data-driven approach to defining priorities and tracking success
- Demonstrating a customer centric mindset focused on delivering solutions that are scalable, leverage innovative technologies, and delightful for end-users
- Ability to lead and manage a strong team
- 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 critical thinking skills
- Demonstrated ability to develop relationships with both mid- and executive-level customer contacts.
All About Your Education & Skills
- 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.
Toronto Base Salary Range: 122,000-195,000 CADMastercard 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 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.Corporate Security ResponsibilityAll 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, andComplete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
The content discusses Mastercard’s purpose of connecting and empowering people in the global digital economy through secure and accessible transactions. It emphasizes the company’s culture of inclusion and diversity, as well as its client service team’s innovative solutions for customer growth. The role of Managing Consultant in Specialized Product Delivery involves driving customer success by building relationships, reducing churn, and delivering product solutions effectively. The responsibilities include leading a team, coaching customers, collaborating with sales teams, conducting product demos, and managing product delivery, among others. The ideal candidate should have experience in customer success, strong leadership skills, and proficiency in analytical thinking and communication. The position offers a base salary in the range of 122,000-195,000 CAD in Toronto. Mastercard is an equal opportunity employer that prioritizes merit and inclusivity.
