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Customer Success Manager, SaaS

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Mastercard

Dec 12

Applications are closed

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Madrid
    Remote

Requirements

  • You are:
  • a self-starter and is passionate about technology.
  • have excellent phone/verbal and written skills.
  • effective working in both a team environment and independently.
  • have excellent organization, motivation, leadership and interpersonal skills.
  • Interested in cybersecurity and have some experience or a background in this space
  • Comfortable working remotely
  • You have:
  • Knowledge and experience of a renewals based business.
  • Experience in account management or client success role.
  • Proven track record of working with enterprise accounts, with the ability to create and maintain relationships at all levels.
  • Previous customer-facing experience.
  • Prior experience working in a high growth company environment.
  • Experience with Salesforce or equivalent CRM system.

Responsibilities

  • Refine and enhance the end-to-end renewals process for RiskRecon customers.
  • Execute in a timely manner all customer interactions surrounding their annual subscriptions and renewals.
  • Work closely with the wider CS team as well as Finance and Sales to correctly position and close renewals in a timely manner.
  • Prepare renewal letters, quotations and notifications.
  • Positioning services and escalating pain points to the Sales and Customer Success team.
  • Responsible for Renewals reporting and forecasting.
  • Increase automation and workflow procedures to the current overall renewals process.
  • Monitor market pricing and trends.

FAQs

What is the main purpose of the Customer Success Manager role at Mastercard?

The main purpose of the Customer Success Manager role is to manage customers' existing renewable business, focusing primarily on retention and secondary on growth. This includes refining the renewals process and ensuring that customers realize value from their licenses.

What industries does RiskRecon serve?

RiskRecon serves a variety of industries including large banks, healthcare, insurance, energy, business services, and other global companies.

What are the key responsibilities of the Renewals Manager?

The key responsibilities include refining the renewals process, executing customer interactions for subscriptions and renewals, preparing renewal documents, monitoring market trends, and reporting on renewal opportunities and forecasting.

What skills are required for the Customer Success Manager position?

Required skills include excellent communication (both verbal and written), organization, motivation, leadership, interpersonal skills, and an interest in cybersecurity.

What type of experience is preferred for applicants?

Preferred experience includes knowledge of a renewals-based business, account management or client success roles, working with enterprise accounts, as well as experience with Salesforce or equivalent CRM systems.

Is experience in cybersecurity beneficial for this role?

Yes, an interest in cybersecurity and some experience or background in this space is beneficial for this role.

What is expected regarding corporate security responsibility?

Employees are expected to abide by Mastercard's security policies and practices, ensure confidentiality and integrity of information, report any suspected security violations or breaches, and complete periodic mandatory security training.

What type of work environment does this role offer?

The role offers a comfortable remote working environment, but it is structured as a hybrid format.

Are there opportunities for growth in the Customer Success Manager role?

Yes, the role has a secondary focus on growth, indicating opportunities to expand customer relationships and potentially increase business.

What tools or systems should candidates be familiar with?

Candidates should have experience with Salesforce or an equivalent CRM system.

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Mastercard

Connecting Everyone to Priceless Possibilities

Consulting
Industry
10,001+
Employees
1966
Founded Year

Mission & Purpose

Mastercard is a global technology company in the payments industry. Our mission is 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. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

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