Customer Success Manager

Atlanta, GA, United States

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. Title and Summary Customer Success Manager SessionM, a Mastercard company, is seeking an exceptional and experienced Success Manager who is passionate and driven, with strong communication and account management skills. This individual will report to the VP of Customer Success and manage a portfolio of Enterprise clients to continuously deliver value to drive account growth and provide the highest level of service to our enterprise accounts.

Role Responsibilities:

In this client-facing position, you will:

Gain trusted-partner status through our SessionM solutions with our larger, regional enterprise accounts

Act as primary point of contact throughout customer lifecycle

Drive adoption of the SessionM Platform, and program success measured through platform usage and customer specific KPIs

Onboard new customers

Achieve customer goals by providing proactive best practices, strategies and use cases

Possess a comprehensive understanding of SessionM products and services

Possess strong presentation, verbal, and written communication skills

Build and maintain strong relationships with multiple contacts within the assigned customer base

Project manage client initiatives – both internally and externally

Retain and drive account growth by identifying areas for growth with broader Mastercard products and services.

Be the client advocate - managing the overall health of the client relationship by working across internal departments to ensure that client expectations and requirements are understood, and deliverables are met.

Role Requirements:

5 – 7 years' experience delivering high impact customer success with demonstrable achievements of revenue retention, growth, and customer satisfaction

Track record of hitting renewal targets, driving incremental value, and retaining long-term client contracts.

¨Proficiency in marketing technology ecosystem (specifically customer data, CRM, customer engagement, and loyalty platforms).

Ability to thrive in a fast-paced environment, handle a diverse workload, and meet aggressive deadlines.

Must be confident and possess strong communication, listening, and interpersonal skills, with an ability to manage complex senior-level relationships and negotiations.

Strong oral presentation skills and ability to assist in presentation development.

Comfortable working with data analysts and providing actionable insights and recommendations.

Strong cross functional team player who is comfortable talking to topics related to marketing (both traditional and digital) data, strategy, CRM, customer care, and operations.

Corporate Security Responsibility

Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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 the US, 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 [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 based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. 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 new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 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, gender-inclusive benefits and many more.

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