Lead innovation strategy and customer engagement while leveraging emerging technologies at Mastercard. Drive product development and forge partnerships to enhance commercial opportunities.
About the role
- Customer Success Manager driving product adoption and ensuring customers leverage solutions for business value at GTreasury. Focused on creating success plans and managing customer relationships for enterprise clients in the SaaS space.
Responsibilities
- Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging the solution to achieve full business value.
- Be accountable for enabling customers to achieve their desired outcomes, setting them up for success during critical moments that matter in the journey, as evidence over time through product adoption.
- Co-create Value Achievement & Success Plans with your customers to develop a deep understanding of their business, primary business outcomes, and tangible success metrics.
- Develop, automate and scale customer lifecycle events including kickoff/onboarding, business review, feature announcements, utilization and user engagement.
- Address customer inquiries, manage obstacles, and identify ways to drive additional value.
- Establish periodic touchpoints to ensure customers are informed, remain engaged, and solicit general feedback.
- Be an advocate and voice for our customers internally and partner with cross-functional teams to facilitate successful implementation, adoption, expansion, and renewals.
- Work in partnership with Operational, Product, Engineering, Sales, and Support teams to provide customer feedback and ensure requests are resolved in a timely manner.
Requirements
- 5+ years of customer success, service, product, account management, or software sales experience in a B2B SaaS Solutions environment
- Ability to interact with enterprise customer teams at various levels of technical and non-technical depth, and across multiple levels from end user through C-level stakeholders while navigating tough conversations
- Strong presentation and communication skills, verbal and written
- Project management skills, with proven results working as a reliable advisor to drive business value for customers
- Highly data-driven with a dedication to following processes
- Intellectually curious and enjoys creative problem solving.
- Passionate about driving and tracking a consistent engagement process with all customers in your portfolio
- Flexible approach, able to operate effectively with uncertainty and change.
Benefits
- Excellent medical, dental and vision insurance options
- HSA and FSA options + company HSA contributions
- 401K matching
- 100% paid parental leave
- 15 paid holidays + competitive PTO
- Flexible work environment
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