- You will act as a coach for our customers. Your coaching efforts will support our customers in implementing our products and solutions in ways that add value for their businesses, derive insights and ultimately support our customers in their strategic goals

- Engage with startup and fintech founders to help them join and get most value from our Innovation solutions and engagement programs

- Conduct product demonstration, training and hosting webinars

- Leads assigned delivery projects to ensure contractual objectives and delivery on-time goals are met

- Research and deliver solutions for complex problems and respond to inquiries

- Identify areas of improvement, track project & task updates, and identify clients at risk of churning

- Act as a liaison between the client and product development teams and assist with prioritization of client requested platform enhancements, customization, and/or client specific features

- Realise operational efficiencies in the way solutions are delivered to customers

- Demonstrate a commercial mindset in identifying cross-sell and up-sell of solutions

- Drive license retention and identify new logos to support commercial goals

- Manage user-onboarding process and effectively partner with users to improve their ability to leverage insights and data to drive business decisions





- Develops and maintains strong working relationships, with partners in other business functions to complete delivery and customer support tasks- Execute a data-driven approach to defining priorities and tracking success

- Demonstrating a customer success mindset focused on delivering solutions that are scalable, leverage innovative technologies, and delightful for end-users

- Exceptional analytical and quantitative problem-solving skills

- Demonstrated ability to develop relationships with both mid- and executive-level customer contacts

- Proven ability to work with both business and technology stakeholders; solid writer, presenter, and speaker

- Enthusiastic with the ability to inspire others and create a collaborative culture of teamwork

- Proven experience working in Customer Delivery or Consulting fostering strong customer engagement, demonstrating value add to customers, and leading to successful product / project deliverables

- Fluent local office language and English required; other languages desirable

- Comfortable with significant customer interaction and excited to build executive-level relationships

- Bachelor’s degree or equivalent qualification

- Advanced Word, Excel, and PowerPoint skills required

📌 Senior Customer Success Specialist (Toronto)
🏢 Mastercard
📍 Toronto