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
Analyst, Product Integration Job Description SummaryWho is Mastercard?
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.
The Position:
The Product Integrations & Customer Success Analyst will have the responsibility of leading all activities related to the customer's integration from the final stages of the sales process to go live. This customer-facing position plays a key role in supporting new accounts and/or updating existing integrations by partnering with the sales and account management teams to successfully integrate Ethoca products.
Our ideal candidate is someone who can ask the right questions to understand our customer's needs and then recommend the best integration solution, build a plan, and stick to it. This person constantly looks to find a better way to get things done, thrives in a fun, fast paced and dynamic environment, and wants to combine their problem solving and communication skills to deliver exceptional experiences for our customers. If this ignites the spark in you and you have the skills we're looking for, please keep reading.
Your Challenge:
• Own the end-to-end customer onboarding experience. Gather requirements, scope, configure systems and run functional testing to get the client production ready.
• Create a positive customer service experience by understanding and meeting customer needs quickly and professionally.
• Review current business and customer processes; identify and recommend new integration solutions that meet these requirements, improve customer and/or operational experience, and do so in a consultative way.
• Partner with our Sales and Account Management team by providing product and technical expertise during the pre-sales and sales process.
• Act as a conduit between internal and external stakeholders while successfully managing expectations and competing demands.
• Run online product demonstrations and customer training.
• Develop and maintain expertise on all internal systems and onboarding processes.
Required Skills and Experience:
• Experience in implementing API/SFTP B2B technology solutions ideally in fintech or SaaS (i.e. as a sales engineer, customer support, implementation manager)
• Enjoy interacting directly with Customers; and learning about their business
• Be a natural born project manager with a proven track record in handling multiple complex projects simultaneously. Previous exposure to project management methodology either formal or informal. Know how to solicit requirements, build a plan, execute against it
• You just don't manage tasks; but you're a great collaborator. You bring people together to achieve a goal
• Clear and effective communicator capable of working with multiple internal and external stakeholders (i.e. client management, customer service, technical resources, project managers, business leads, product managers)
• Have a keen eye for detail and the ability to get a configuration right first time.
• Continuous improvement – demonstrate your ability to make positive impactful changes
• Flexibility to support international time zones for our global customer implementations
• Be quick on your feet – we move fast so you should thrive on learning and change
Assets, but not required:
• Prior experience and knowledge in Fraud & Chargebacks or payment solutions
• Experience of having worked with multiple tools and systems e.g. Salesforce, Postman, JIRA BOBJ.
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.
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