Our Purpose
Mastercard 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 Summary
Customer Success Manager, SaaS
Overview
Mastercard is a global technology company behind the world’s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless®.
Security Solutions (Services), is one of Mastercard’s fastest growing business units and is responsible for developing technologies and solutions that provide safe, secure, and frictionless interactions for Mastercard’s customers and partners. RiskRecon by Mastercard, is a high growth business focused on enabling organizations to dramatically improve their third-party risk management programs. Our automated solution produces analyst-quality, risk-prioritized action plans that enable efficient prioritization of third-party security risks and constructive collaboration with vendors.
RiskRecon serves many well-known organizations – large banks, healthcare, insurance, energy, business services and other global companies.
Role:
As a member of the RiskRecon Customer Success team, you will be responsible for managing customers’ existing renewable business. Primary focus is on retention, with a secondary focus on growth. Renewals managers are a hybrid role - managing the renewal and the renewal process. The Renewal Manager is a key point of reference for customers and will cultivate the best processes around renewals.
This role focuses on understanding the trends in and around renewal activity and effectively show how customers realise value from their licenses. This individual will work closely with the wider Customer Success team, as well as with Finance and Sales in order to best engage with customers.
The Renewals Manager will also be responsible for reporting on renewal opportunities and renewal forecasting.
Key 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.
All About You
Knowledge and Skills
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
Experience and Education
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.
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.