Customer Success, Product Specialist at Mastercard

Toronto, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

30 May, 26

Salary

131000.0

Posted On

01 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Engagement, Product Adoption, Issue Resolution, Data Validation, Analysis, Reporting, Troubleshooting, Customer Training, Stakeholder Management, Analytical Problem-Solving, Relationship Development, SaaS Solutions, Consulting, Data Visualization, CRM Tools, Microsoft Office Suite

Industry

IT Services and IT Consulting

Description

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, Product Specialist 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. 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 Us The Advisors Client Services team is a key differentiator for Mastercard, providing cutting-edge 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 combine traditional management consulting with our rich data assets and in-house technology to provide our clients with powerful strategic insights and recommendations. We provide customers across industries and geographies with a tailored portfolio of solutions to address their business needs. Within Data and Services, the Business & Market Intelligence (B&MI) suite of products aims to bring to market innovative solutions combining 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 B&MI product suite business in the region All About the Role The Consultant, Customer Success Product Specialist plays a key role in supporting customers through onboarding, adoption, and ongoing use of Mastercard products and analytics solutions. This role focuses on ensuring customers successfully leverage Mastercard capabilities to derive insights, support business decisions, and achieve measurable value. Acting as a product expert and trusted partner, the Consultant collaborates closely with customers and internal teams to drive product adoption, resolve issues, improve customer satisfaction, and reduce churn while identifying opportunities to enhance customer outcomes. Your Responsibilities Customer Engagement & Support • Serve as a primary point of contact for customer inquiries, questions, and issues. • Provide guidance on product features, best practices, and troubleshooting. • Proactively engage customers during onboarding to ensure a smooth transition and early value realization. • Function as a coach to customers, supporting them in implementing products and solutions in ways that align with their strategic goals. • Build trusted relationships with customer users and stakeholders at varying levels. Product Adoption & Retention • Educate customers on how to maximize the value of Mastercard products and solutions. • Monitor customer usage and engagement to identify adoption gaps or potential churn risks. • Support and deliver customer training sessions, product demonstrations, webinars, and knowledge sharing initiatives. • Engage with users to improve their ability to derive insights and make data driven business decisions. • Visualize and demonstrate insights available across multiple Mastercard solutions. Delivery, Data & Insights • Support assigned delivery projects to ensure contractual objectives and delivery timelines are met. • Contribute to solution delivery activities including data validation, analysis, reporting, and insight generation. • Analyse data from delivery projects and report performance against defined success metrics. • Produce presentation materials, analytics, and reports for customer and internal audiences. Issue Resolution & Collaboration • Identify and resolve common customer challenges and usage issues. • Escalate complex technical or business issues to appropriate teams (Product, Technology, Support, or Management). • Track and follow up on customer concerns to ensure timely resolution. • Function as a liaison between customers and product development teams, supporting prioritization of enhancement requests and customizations. • Collaborate closely with Sales, Product, Technology, and Support teams to improve customer experience and outcomes. • Contribute to customer education materials, FAQs, and knowledge base content. All About You • Experience in delivery of SaaS solutions 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. • Customer success mindset focused on delivering solutions that are scalable, leverage innovative technologies, and delightful for end-users. • Proven ability to work with both business and technology stakeholders; strong writer, presenter, and speaker. • Exceptional analytical and quantitative problem-solving skills • Enthusiastic with the ability to inspire others and create a collaborative culture of teamwork. • 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. • Interpersonal communication and stakeholder management • Creative thinking and analytical reasoning to deliver business insights. • Data and analytics experience in building, managing, and maintaining database structures, working with data visualization tools (e.g., Tableau, Power BI) • Familiarity with CRM and Customer Success tools (e.g., Salesforce, Zendesk, Gainsight). • Advanced proficiency in Word, Excel, and PowerPoint. • Strong organizational and timemanagement skills. • Advanced Word, Excel, and PowerPoint skills required. Base Salary: 97,000-131,000 CAD Mastercard 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 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 Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program. This posting reflects one or more current openings on our team. Everyone wants easier ways to pay; we invent them. Checkout lines are slow; we speed them along. Merchants want more sales; we give them data and insights. People need financial access; we connect them. Corporate purchasing is complicated; we make it simple. Commuters are busy; we speed them on their way. Governments need greater efficiencies; we help create them. Small businesses are virtual; we give them access to a world of buyers. Retailers want to fight fraud; we provide the tools.

Responsibilities

This role serves as a primary point of contact and product expert, guiding customers through onboarding, adoption, and ongoing use of Mastercard products and analytics solutions to ensure they derive measurable value. Responsibilities include proactive customer engagement, delivering training, monitoring usage to mitigate churn risk, and collaborating with internal teams to resolve issues and prioritize enhancements.